Last updated: June 28, 2023
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If you've connected a Facebook Messenger account to a conversations inbox, but incoming messages aren't appearing in the inbox, you may have another app set as the primary receiver in your Facebook settings. When two different chatbot apps are integrated with a Facebook page, the primary receiver app controls and receives all incoming messages by default. To set HubSpot Conversations as the primary receiver:
- Log in to your Facebook Business Page.
- In the top right, click your Facebook page profile picture.
- In the left sidebar menu, navigate to New Page Experience > Advanced Messaging.
- Locate the Handover protocol settings in the App Settings section. Under Handover protocol, click Configure next to Messenger receiver.
- In the dialog box, click the Primary receiver for handover protocol dropdown menu, then select HubSpot Conversations.
With HubSpot Conversations selected as the primary receiver, incoming messages should now appear in your conversations inbox.
