Someone finds your business on Facebook or Instagram, sends a quick message asking if you can fit them in this week — and then waits. If nobody answers, they message the next business on the list.
Connect your Facebook Page or Instagram account to Rosie, and she'll answer those messages for you, 24/7. She uses the same business knowledge she already uses on your calls, so there's nothing new to set up. She can answer questions, take a message, and even book appointments right in the chat.
Lead source chat responders are included on every Rosie plan at no extra cost, and you can connect as many platforms as you'd like.
How It Works
Connect your Facebook Page and/or Instagram account from the Integrations page in Rosie.
When someone sends your business a DM, Rosie replies within moments — day or night.
The full conversation shows up in your Rosie inbox alongside your calls and texts, and you're notified when a new chat starts.
Want to reply yourself? Open the conversation and take over anytime. Rosie pauses until you hand it back.
That's it. Rosie pulls from your existing business profile, knowledge base, and settings — no separate training or setup for these channels.
Connecting Facebook Messenger
In Rosie, go to Integrations and select Facebook Messenger.
Select Connect with Facebook Messenger. You'll be redirected to Facebook to grant Rosie permission to read and reply to Messenger conversations on your Page.
Log in with the Facebook account that manages your business Page and choose the Page you want to connect.
Once connected, you'll see your account and connected Page listed on the integration — and Rosie starts responding to new Messenger messages right away.
To switch to a different Page later, disconnect the integration and reconnect, choosing the new Page during setup.
Connecting Instagram
Heads up: Instagram requires a Professional account (Business or Creator). If you're on a personal Instagram account, you can switch to a free Professional account in the Instagram app under Settings → Account type and tools.
In Rosie, go to Integrations and select Instagram.
Select Connect with Instagram. You'll be redirected to Instagram to grant Rosie permission to read and reply to your DMs.
Log in with your business's Instagram account.
Once connected, you'll see your Instagram handle listed on the integration, and Rosie starts responding to new DMs right away.
Facebook Messenger and Instagram are separate integrations — you can connect either one or both, and disconnecting one doesn't affect the other.
Where Conversations Show Up
Messenger and Instagram conversations appear in your Conversations inbox right alongside your calls, texts, and website chats, labeled with a Facebook or Instagram badge. Once a channel is connected, you'll also see filter options for Messenger and Instagram so you can view just those conversations.
Open any conversation to see the full back-and-forth, plus the customer's profile — their name, photo, and (for Instagram) their handle and follower info when available.
Taking Over a Conversation
Rosie handles these chats on her own, but you can step in whenever you want:
Open the conversation and tap the bar that says Rosie's handling this conversation — tap to take over and reply yourself.
Type your replies directly. Rosie stays paused for the rest of the conversation while you're handling it.
When you're done, select Hand back to Rosie and she'll pick the conversation back up.
The customer sees a brief note when a team member joins the conversation, so the handoff never feels abrupt.
The 24-Hour Reply Window
Meta (Facebook and Instagram's parent company) only allows businesses to send messages within 24 hours of the customer's last message. The timer resets every time the customer writes back, so an active conversation can go on as long as it needs to.
If a customer goes quiet for 24 hours, the conversation is marked Closed and neither you nor Rosie can send another message in that thread. The moment the customer messages again, the window reopens — and if it's within 24 hours of the conversation closing, their message picks up the same conversation rather than starting a new one.
Separately, Rosie wraps up conversations that have been quiet for about an hour, so your inbox reflects what's actually active.
Notifications
When a new Messenger or Instagram chat starts, Rosie notifies you by email or text using the same notification settings you already have for calls. You can review or update your recipients on the Notifications settings page.
Disconnecting
You can disconnect either integration anytime from the Integrations page — just open the integration and select Disconnect. Rosie immediately stops responding to messages on that platform. Your past conversations stay in your inbox as history, and you can reconnect whenever you like.
FAQs
Does Rosie respond to comments on my posts?
No. Rosie responds to direct messages only — Messenger conversations on your Facebook Page and Instagram DMs. Comments on posts, stories, and ads aren't included.
What if someone sends a photo, voice note, or story reply?
Rosie responds to text messages. If a customer sends only a photo, video, voice note, or story reply, Rosie won't respond to it — but you'll see the conversation in your inbox and can take over to reply yourself.
Can Rosie book appointments over Messenger and Instagram?
Yes. If you have a calendar connected and scheduling enabled, Rosie can check availability and book appointments in these chats just like she does on calls.
Do I need to give Rosie separate instructions for these channels?
No. Rosie uses the same business knowledge, tone, and settings she uses everywhere else. Anything you update in your business profile or knowledge base applies to these conversations automatically.
Will customers know when I take over the conversation?
Yes — they'll see a short note that they're now chatting with a team member from your business. When you hand the conversation back, they'll see that Rosie has rejoined.
Can I connect more than one Facebook Page?
Each Rosie account connects to one Facebook Page at a time. To change Pages, disconnect and reconnect with the new Page.
Does this cost extra?
No. Lead source chat responders are included on every Rosie plan.
Need Help?
If you have questions or run into any trouble connecting your accounts, reach out to us at support@heyrosie.com or through the chat bubble in your Rosie dashboard — we're happy to help.