Troubleshooting Facebook and InstagramUpdated 2 days ago

Restore the connection and permissions

A missing permission or inactive connection can prevent Gorgias from receiving activity or sending replies. Reconnect when the integration is inactive or Gorgias reports a permission issue.

1. From your helpdesk, click the Settings icon in the bottom-left corner.
2. In Settings, open All apps.
3. Select Facebook, Messenger & Instagram.
4. Select the Facebook Page with the issue.
5. On the Page’s Overview, click Reconnect.
6. In Facebook, sign in with an account that has access to the Page and grant the requested permissions.

If Gorgias displays a permissions alert, open Facebook Business Integrations settings, remove Gorgias, and reconnect the integration. Accept the requested permissions when Facebook prompts you.

Check which activity creates tickets

The Facebook and Instagram activity settings are separate. Confirm that the setting for the activity you expect is enabled.

1. From the affected Facebook Page’s integration, open Overview.
2. Under Settings, find the Facebook section.
3. Enable Messenger to receive Messenger tickets, or Posts, comments and ad comments to receive Facebook post and comment tickets.
4. Under Instagram, enable Comments to receive Instagram comment tickets, including comments on Reels.
5. Click Save changes.

If the Instagram Comments setting is unavailable, confirm that the Facebook Page is connected to an Instagram account and that the connected Meta account has the required role and permissions.

Troubleshoot failed replies

Meta can reject a reply if the integration lacks permission, the comment is no longer available, or Meta temporarily blocks activity. Check the error message and use the matching next step.

1. If Gorgias reports that the integration is inactive, follow the steps in Restore the connection and permissions.
2. If the comment was deleted or is no longer available on Facebook or Instagram, you can’t reply to it from Gorgias.
3. If the error says Page Publishing Authorization is needed, complete Meta’s Page Publishing Authorization process, then try the reply again.
4. If Meta temporarily blocks activity for a policy violation or rate limit, wait before trying again.