Facebook and Messenger for your contact center

A Page admin with full control signs in through Meta and grants CONTACT.WORK access to messages, comments, and lead forms. We connect the Page, set up queues and buttons, and test the flow. After that, comments and Messenger chats reach agents next to calls.

Messenger chats with text, photos, files, and voice messages; comments on Page posts and ads; chats started from click-to-Messenger ads; and Lead Ads form submissions. We also connect ice breakers, quick replies, and the persistent menu – any message type Meta makes available to business tools.

They see new comments under posts and ads, reactions, @mentions, and recommendations in the same queue as calls and chats. From the platform they reply in the thread as your Page, like a comment, hide spam or abusive comments, or answer privately in Messenger. Reports show how many comments came in, how fast the team replied, and which posts drew the most reactions.

No. The platform works with the Page through the access the admin grants once. Agents answer in the browser, and customers see the reply from your Page.

Meta lets a Page reply freely for 24 hours after the customer's last message, comment, or tap on a call-to-action, and each new customer message resets it. After 24 hours, only a live agent can reply – manually and within 7 days – using the HUMAN_AGENT tag.

Since February 10, 2026, Meta no longer offers the tags that allowed order, account, and event updates outside the 24-hour window. Send those updates by SMS, email, or WhatsApp instead. Promotions in Messenger go through Meta's paid formats, such as sponsored messages and click-to-Messenger ads, and Meta bills them.

Each submitted form becomes a callback task in CONTACT.WORK and, when you've linked a CRM, a lead there too. If the callback is recorded, the agent plays a recording notice, because some US states make recording legal only when all parties agree.

It answers Messenger chats and comments from your knowledge base at any time of day. Requests that need a person, such as a payment, a dispute, or an exception to policy, are passed to your team with a recap of what the customer asked.

As many as you need – for example, one Page per location. Chats from all Pages can share one queue or be split by team.

Yes. A Messenger voice call to your Page comes into the CONTACT.WORK queue like a phone call and is answered by an agent in the browser. An agent can also call the customer back from the platform. Calls and chats share one history, so the next agent sees both.

In the platform: in CONTACT.WORK data centers in the US and the UK, or on-premises if you host CONTACT.WORK yourself. Meta delivers messages by webhook, so an on-premises server needs a public HTTPS address. A connected CRM gets a copy.

Messenger conversations and Page comments are free on Meta's side. You pay Meta directly for click-to-Messenger ads, Lead Ads, boosted posts, and sponsored or marketing messages; that money doesn't pass through us. On our side there are no licenses or per-agent fees: you pay for your support plan, and linking your Page is done within its hours. Anything past a standard setup, a custom CRM integration for example, costs $60 an hour on Pro with a minimum of 8 hours a month, or uses some of the 40 hours bundled with Maxi, and we estimate the scope before starting. Language model usage for the AI agent is a separate charge. CONTACT.WORK prices don't include applicable taxes.

Pricing →