Connect Facebook and Instagram
Connect your Facebook Page and Instagram account so Messenger, Instagram DMs and lead forms flow into the panel.
4 min read
When you connect your Facebook Page and the Instagram account linked to it, Messenger messages and Instagram DMs land in the Conversations inbox and patients from ad forms appear in Contacts automatically. One connection opens three channels.
Before you start
All of the following must be in place:
- Full control of the Facebook Page: the person connecting needs Full control (formerly Admin) of the clinic Page. With "Partial access" the connection is set up with missing permissions.
- Meta Business portfolio (Business Manager): the Page is in the clinic's Meta Business portfolio and you are an admin of that portfolio.
- Instagram professional account: your Instagram account must be a Business or Creator (professional) account linked to your Facebook Page. Personal accounts can't be connected.
- Admin role in the panel: you must be a MedicalGrow user with Settings access.
Tip
To check whether Instagram is linked, switch to your Page on Facebook and go to Settings → Linked accounts → Instagram. If your account isn't there, link it first with Connect account.
Step by step
- Click Settings at the bottom of the left menu and open Integrations in the submenu.
- On the Facebook & Instagram card, click Connect. A Facebook window opens (allow pop-ups if your browser blocks them).
- Log in with your Facebook account, or continue with the current session via Continue as …. If the wrong account appears, log out of it first.
- Select the Pages and Instagram accounts to grant access to. Tick your clinic Page and its linked Instagram account. If you've connected before, Edit previous settings takes you back to this selection screen.
- On the permissions screen, leave every permission on and confirm with Save (or Done). If access to messages, leads or Page details is switched off, that feature won't work.
- Back in the panel, choose the Facebook Page to connect in the window that opens. If an Instagram account is linked to the Page, it comes along.
- Confirm with Connect. The card shows a Connected badge and a green success message.
Heads up
If you have several branch or country Pages (e.g. "Aura Dental UK"), message our support team before connecting them all to the same account. We'll plan together which Page's messages and forms go to which team.
What changes after connecting?
- Messenger messages and Instagram DMs show up in Conversations with their channel icon. Your reply goes back to the patient on the same channel — see Replying and channels.
- When someone writes for the first time, a record is created in Contacts automatically.
- Lead forms (Instant Forms) bring in submissions made after the connection as contacts. To route form answers to the right fields, continue with Facebook lead forms.
- Ad spend and results are available in the Facebook ads report.
Example: your clinic runs hair transplant ads in Germany. Jonas Weber asks "How much is it?" on Instagram, and his message appears in the same list as your WhatsApp chats; patient coordinator Zeynep Arslan assigns the conversation to herself and replies.
Reconnecting and disconnecting
Facebook connections expire from time to time: when the person who connected changes their password, loses their Page role, or Meta ends the session for security reasons. The card then shows a warning and messages stop arriving.
- Open Settings → Integrations.
- On the Facebook & Instagram card, click Reconnect (or Manage → Reconnect).
- Repeat steps 3–7 above, choosing the same Page.
To remove the connection completely, use Disconnect on the card. After that, no new messages or leads come in; existing conversations and contacts stay in the panel.
Note
You can also remove the connection on Facebook under Settings & privacy → Settings → Business integrations. If you don't also disconnect in the panel, the card may still look connected.
Common issues
My Page isn't in the list. You didn't select it in step 4, or you don't have Full control of the Page. Reconnect via Edit previous settings.
Facebook messages arrive but Instagram doesn't. The Instagram account isn't linked to the Page, or Allow access to messages is off in the Instagram app. See Instagram messaging.
The popup never opens. Disable your browser's pop-up blocker for this site and try again.
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