Overview
If you receive the following error while connecting to Facebook or Instagram messaging in Birdeye:
“Enable messaging using Handover Protocol”
This error indicates that the Handover Protocol isn't configured correctly. Birdeye must be set as the Primary Receiver so it can send and receive messages on behalf of your connected Facebook Page or Instagram Professional account.
Why This Happens
This issue typically occurs when:
The Handover Protocol hasn't been configured.
Birdeye (Reviews App) isn't set as the Primary Receiver.
Another application is currently configured as the Primary Receiver.
For Instagram, the Facebook Page and Instagram account aren't properly linked.
How to Resolve the Issue
Configure the Handover Protocol
Log in to the Facebook account that manages your Facebook Page.
Open your Facebook Page Settings.
Navigate to Advanced Messaging.
Under Handover Protocol, configure the messaging receiver.
Set Birdeye (Reviews App) as the Primary Receiver.
Save your changes and test messaging from Birdeye.
Additional steps for Instagram
If Birdeye is already configured as the Primary Receiver but messaging still doesn't work:
Open the Instagram mobile app.
Navigate to Settings > Account > Linked Accounts.
Verify that your Instagram account is correctly linked to the appropriate Facebook Page.
If necessary, disconnect the Facebook Page and reconnect it.
Return to Birdeye and reconnect your Instagram Business account.
If the Issue Persists
If messaging still doesn't work after completing the above steps:
Verify that Birdeye remains configured as the Primary Receiver.
Confirm that the Facebook Page and Instagram Professional account are correctly linked.
Reconnect the account in Birdeye.
Contact Birdeye Support for further assistance. Additional investigation with Meta may be required if the issue cannot be resolved through configuration changes.
Additional Information
The Handover Protocol determines which application has primary control over Facebook and Instagram conversations. If another application is configured as the Primary Receiver, Birdeye won't be able to send or receive messages until it is assigned primary messaging control.