Facebook Messenger CRM Integration for HubSpot, Salesforce and More
A Facebook Messenger CRM integration links the conversations on your Facebook Page to the customer records in your CRM. AeroChat connects Messenger to HubSpot, Salesforce, Zoho CRM, Pipedrive, GoHighLevel, Freshsales and any other CRM with a public API. During each conversation it finds the contact, reads what your team knows, creates or updates the record, logs a summary, and routes the chat to the contact’s owner when a person is needed.
What happens today
Messenger conversations stay in Meta Business Suite, and the CRM never hears about them. When the customer later calls or emails, the person answering has no idea what was said on Facebook.
Messenger shows only a Facebook name, so matching a chat to a CRM record means asking for details and typing them in by hand. Most of the time nobody does.
How it runs on Messenger
- A customer messages your Page. AeroChat answers, and asks for an email or phone number when the conversation needs a record, since Messenger does not pass them.
- It searches your CRM by email, then by phone number.
- It reads the record: owner, lifecycle stage or lead status, open deals or tickets, and any fields you want it to use in the answer.
- It answers with that context, such as greeting a returning customer or picking up an open quote.
- It creates the contact if there is none, or updates the existing one, with Messenger as the source.
- It logs the conversation as a note, task or activity with a short summary, and updates any fields your recipe names.
- When a person is needed, it hands the conversation to the contact owner in the AeroChat inbox.
The recipe
Copy this into AeroChat
For every Messenger conversation about an order, booking, quote or purchase, follow these steps.
- Ask for their email if we don’t have it. Search Salesforce for a contact or lead with that email, then with their phone number if they give one.
- If a contact exists, read the account name, owner and any open opportunity, and use them in your answer.
- If nothing exists, create a lead with their name, email, Lead Source set to Facebook Messenger, and Status Open (example).
- At the end of the conversation, log a completed task on the record titled “Messenger conversation” with a two-line summary.
- If they ask for a quote, a person or a call, hand the conversation to the record’s owner, or to the sales queue if there is no owner.
Never change an opportunity’s stage or amount. Reply in the customer’s language.
Change the field values to your own. For HubSpot, Zoho CRM, Pipedrive, GoHighLevel or Freshsales, name that CRM instead and keep the steps.
Connect the systems behind it
- HubSpot: finds or creates the contact, sets the lead source and adds a note of each conversation.
- Salesforce: creates leads, reads contacts and accounts, and logs each conversation as a task.
- Zoho CRM: searches leads and contacts, creates new leads and adds notes.
- Pipedrive: creates persons and leads, and adds notes and activities your salespeople see.
- GoHighLevel: creates contacts, adds tags and opens opportunities in your pipeline.
- Freshsales: looks up contacts and logs each Messenger conversation against them.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Messenger
Your Page can reply within 24 hours of the customer’s last message, and each new message opens the window again. Replies typed by a person on your team, such as the contact owner after a handover, have a separate 7-day window, which automated replies cannot use. If the customer came from a click-to-Messenger ad, you can reply for up to 7 days from their first message. Meta expects automated replies within 30 seconds, so CRM lookups run while AeroChat replies. Once the window closes, the email and phone number saved in your CRM are how your team reaches the customer next.
Also on WhatsApp, TikTok and web chat
The same CRM connection works on every channel. See the WhatsApp CRM integrations, where AeroChat matches contacts by phone number. It also runs on Instagram, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email, so one CRM record holds the customer’s conversations from every channel.
Who uses it
- Property agents: Facebook enquiries qualified and logged before an agent calls.
- B2B suppliers: trade buyers matched to their account and handed to their sales rep.
- Tuition centres: parent enquiries recorded with the child’s level and the class asked about.
Questions
Can I connect Facebook Messenger to my CRM?
Yes. AeroChat connects Messenger to HubSpot, Salesforce, Zoho CRM, Pipedrive, GoHighLevel, Freshsales and any CRM with a public API. You describe what should happen and paste in the CRM’s key.
How does it match a Messenger chat to a CRM record?
Messenger only shows a Facebook name, so AeroChat asks for an email or phone number and searches your CRM with it. If there is no match, it creates a new contact or lead.
Will it create duplicate contacts?
No. It searches by email and phone number before it creates anything, and updates the existing record when it finds one.
How long can my team keep replying to a Messenger lead?
Automated replies can go within 24 hours of the customer’s last message. A person on your team can reply within a separate 7-day window.
Put every Messenger conversation in your CRM
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: lead capture into your CRM and Facebook lead ads follow-up.