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Troubleshooting issues with your Facebook and Instagram integrationUpdated 21 days ago

Here you will find solutions for the most common issues reported for the Facebook integration. But first, please refer to this article to make sure that you've arranged the necessary access already and that this didn't cause the issue in the first place.

Facebook comments and/or Messenger tickets are not being created

1. Navigate to Settings -> App Store -> My Apps -> Facebook, Messenger & Instagram -> Click on your Facebook integration.

2. Click on the Reconnect button.

This is always the first troubleshooting step when you notice any issues with sending/receiving tickets from your Facebook integration.

Messenger tickets are not created

Follow the steps below and then send a test message through your Facebook page to test the integration.

From your Facebook account:

1. Go to your page's settings and select Advanced Messaging

2. In the Connected Apps section, click on Configure

3. Check to see if you have any app with the role set as Primary Receiver, and if there is, remove the role (click on the role itself once again and it will unselect it)

4. Check to see if Gorgias has the Secondary Receiver role, and if it does, remove the role by clicking on it again.

Error Message received when you are sending your response through Messenger or Comments

If after reconnecting the integration as described at the beginning of this article you're still receiving an error message, most likely your page has been blocked, by Facebook, from sending messages to customers. It's also possible that the comment you are trying to reply to was deleted. Please try and go to your page's inbox on Facebook, and try to reply to customers from there. This can happen if you sent too many messages to customers recently, or if too many of those customers blocked your page or identified it as spam.

Facebook pages are missing when you click on the Login with Facebook button during the integration setup

If your desired pages are not showing up when you try to connect them to Gorgias and you are logged into the correct Facebook account, try the following:

1. Go to https://www.facebook.com/settings?tab=business_tools&ref=settings.

2. Find the Gorgias app on the list and click on it, a modal should open.

3. Make sure all the check-boxes are checked there, if not, check the missing ones.

4. Click Save and try to add your Facebook pages again.

I can't reply to Instagram comments ( Error message: This API call does not support the requested response format)

If you're getting this error, it most likely means Instagram's automated system has considered your comment or reply as spam.

Some tips to avoid this in the future:

  • Try to modify your comment: change the wording, rephrase it, etc.
  • Avoid using the same reply to multiple comments: It can be considered an automated reply
  • Avoid using very short replies, or replies consisting of smileys only

The other reason might be that you've mentioned someone in your post whose privacy settings don’t allow or limit mentions.

Messenger tickets are being pulled as closed

This can happen when a ticket is created with a bot reply and it will be created as closed because we assume this was handled already and do not want it clogging your Views. This is intended behavior.

Cannot access Facebook comments through Gorgias

If the option go to comment in Gorgias is directing to the whole post rather than a specific comment and if this is the case for all Facebook comment tickets please try switching over to the latest Facebook interface.

If this is happening just for some of the comments that were not deleted clearing browser cache and cookies can help as well.

Comments from Instagram Reels and IGTV are not creating tickets in Gorgias

Currently, comments from Reels and IGTV are not supported.

I've granted all of the required permissions, but I'm still getting a 'Permissions error' when I try to reply to tickets

Please try the following options to troubleshoot:

1. Try to reconnect the integration.

2. If the issue persists, try to comment from Facebook on one of the posts on the relevant page.

3. If you can't comment and have an error message saying Page Publishing Authorization is needed, then you'll need to follow these steps to fix the issue.

4. Once you have acquired Page Publishing Authorization, the integration should be functional (No need to reconnect again).

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