https://techcrunch.com/2020/06/09/businesses-on-facebook-can-now-respond-to-customers-in-messenger/

Facebook is launching a new inbox on Messenger today to make it easier for business owners to respond to incoming customer messages from the same app they use to message friends and family. The update will allow businesses to manage all their communications from a single app, instead of having to toggle back and forth between apps in order to write and respond to customer inquires — A process many business owners said they found frustrating.

According to research conducted by Facebook, over 90% of business admins were already using the Messenger app to chat with their friends and family. It made sense to offer the option to communicate with customers there, too, the company realized.