topic Re: Facebook chat didnt appear in inbox in Outlook Sales Extension

Facebook chat didnt appear in inbox

Shijir-Erdene — Tue, 27 Jun 2023 05:28:34 GMT

Messenger connected and new chats from that page came in hubspot inbox correctly till 4 days ago. My page is still connected Hubspot and i have tried delete and reconnect page. But Facebook chats still not coming inbox but contacts still creating.

Re: Facebook chat didnt appear in inbox

Franci — Tue, 27 Jun 2023 07:25:31 GMT

Hello @Shijir-Erdene,

I suggest checking out this HubSpot article that provides instructions if you have connected a Facebook Messenger account to a conversations inbox but are not seeing incoming messages in the inbox.

Essentially, this issue may occur because another app is set as the primary receiver in your Facebook settings. When multiple chatbot apps are integrated with a Facebook page, the primary receiver app controls and receives all incoming messages by default. To set HubSpot Conversations as the primary receiver, follow these steps:

Log in to your Facebook Business Page.
Click on your Facebook page profile picture in the top right corner.
In the left sidebar menu, go to New Page Experience > Advanced Messaging.
Find the Handover protocol settings in the App Settings section and click on "Configure" next to Messenger receiver.
In the dialog box, click on the dropdown menu for "Primary receiver for handover protocol" and select HubSpot Conversations.
Once HubSpot Conversations is selected as the primary receiver, incoming messages should start appearing in your conversations inbox.

See the screenshots below for reference:

Please let me know if this fixed the issue.

Francesco.Collacciani

HubSpot Specialist

Exelab

francesco.collacciani@exelab.com

exelab.com

Re: Facebook chat didnt appear in inbox

Shijir-Erdene — Tue, 27 Jun 2023 07:59:23 GMT

I have try it. But it didnt solve the problem.

Re: Facebook chat didnt appear in inbox

Franci — Tue, 27 Jun 2023 08:47:43 GMT

Hello @Shijir-Erdene.,

Unfortunately, we don't have visibility into your portal through the blog. Therefore, I recommend contacting the HubSpot support team via live chat. You can find the help button at the bottom right of your screen.

Please let me know if the problem gets fixed.

Francesco.Collacciani

HubSpot Specialist

Exelab

francesco.collacciani@exelab.com

exelab.com