Setting the Primary Receiver for Your Facebook and Instagram Threads

Overview

When managing customer conversations on Facebook and Instagram, it’s essential to designate which app has control over the messaging threads. Only one app at a time can have exclusive control of a conversation thread. This is referred to as the primary receiver.

If you're using Kwik Engage to manage your FB/IG messages, you must set it as the primary receiver. This ensures uninterrupted messaging and prevents conflicts with other connected apps.

Why This Matters

Whenever an app is in control of a Facebook or Instagram messaging thread:

• No other app can send messages in that thread.

• This prevents message delivery issues and ensures consistent conversation flow.

• The Page Admin has the authority to select the primary receiver.

Steps to Set Tellephant as the Primary Receiver

• Visit the Facebook Advanced Messaging Settings page (switch to your business page):
  https://www.facebook.com/settings/?tab=advanced_messaging

• Go the App Settings > Handover Protocol section

Depending on the platform:

• For Instagram, select Tellephant IN as the primary receiver.

• For Facebook, select Tellephant as the primary receiver.

• Save your changes, if required.

What Happens Next?

Once the primary receiver has been updated, all customer conversations on your Facebook Page and Instagram DM will be managed directly through Kwik Engage.