Troubleshooting Facebook Messenger Connection

If you need to troubleshoot Facebook Messenger connection, this article is for you.

Customerly provides integration with the Facebook Messenger, so it helps you to communicate with your customers, resolve their inquires, collect their information to provide the best service in the future, and it's all in one inbox, you don't have to run between two places to provide the best customer support.

In this article we want to talk about how to:


1. Fix Facebook Messenger connection.
2. Facebook Policy and how it impacts message delivery

3. Expired token error


Fix Facebook Messenger connection

If you want to connect your Facebook Messenger to the Customerly Live Chat but the "Connecting using Facebook button" seems to be unresponsive, these are the steps you should take:

1. Go to Settings
2. Click on "Installation" and select "Facebook Messenger" from the list of integrations. Then:

  • If you use a Mac computer, try to hard refresh and connect again, pressing and holding these two keys: Command (⌘) and R.
  • If you use Windows computer, try to hard refresh and connect again with the key F5
  • Then click on "Connect using Facebook" button


Facebook Policy and how it impacts message delivery


We had cases when a customer couldn't send a message response from Customerly inbox back to his/her client who contacted them via Facebook Messenger. The message was not delivered to the customer, and it gave an error pop-up. If you experience the same behavior, it means that 24 hours has passed and the response cannot be sent anymore via Customerly to the Facebook Messenger chat conversation.

What it means is that Facebook has a 24 hours window policy, which states: "Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content".
It means that within the 24 hours window you can send any message to your customer with no issue.


Expired token error
 

When you send a message to your customer and receive an "Expired token" error in Customerly, it means that the FB access token has expired. It happens because it is valid only for a certain period of time, and then it has to be obtained again. As the Facebook for Developers documentation states: "The token includes information about when the token will expire and which app generated the token".

There is a very easy fix for it. You need to:


1. Go to Settings
2. Click on "Installation" and select "Facebook Messenger" from the list of integrations.
3. Then refresh your connection with the FB page. Do the same steps from the "Fix Facebook Messenger connection" discussion:


  • If you use a Mac computer, try to hard refresh and connect again, pressing and holding these two keys: Command (⌘) and R.
  • If you use Windows computer, try to hard refresh and connect again with the key F5
  • Then click on "Connect using Facebook" button


This is it. These are the three cases that are very important to talk about, but they should not throw you off balance, because the Customerly team is here to help you if you have any questions or doubts. Shoot us a message in the live chat! 😄