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Messenger/Instagram Channel FAQs

Here's a breakdown of common issues and solutions for Messenger and Instagram messages not appearing or functioning correctly in Messcat:

Why am I not getting any Messenger or Instagram messages in Messcat?

  • No Facebook Business Page:
    • Messcat requires a connected Facebook Business Page for Messenger integration. Personal Messenger accounts are not supported.
    • Ensure you have created and linked a Facebook Business Page.

  • Not Connected to Messcat:

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    • Verify that your Facebook Page is properly connected to Messcat.
    • Navigate to "Manage Channels" within Messcat.
    • Confirm that your page displays "Connected" along with the page's name.
    • Wrong Facebook Account:
    • Double-check that you're looking at the messages on your Facebook Business Page, not your personal Facebook profile.
    • Another App is the Primary Receiver:
    • Facebook allows only one application to manage messages from a page at a time.
    • If another application is set as the "Primary Receiver," Messcat will not receive messages.
    • Messages Sent from Another Platform:
    • If the messages were sent using a platform outside of Messcat, they will not be shown within Messcat. Only the messages that are sent and recieved through Messcat will be visible.

Why are some chat names missing in Messcat?

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  • User Privacy:
    • The user may have configured their Facebook privacy settings to hide their name.
  • Deleted User:
    • The user's Facebook account might have been deleted or flagged as spam.
  • Permission Issue:
    • Messcat may lack the necessary permissions to retrieve the user's name.

    • To resolve this:

      • Go to "Manage Channels" in Messcat.
      • Locate your Messenger channel.
      • Click the "Relink" button.
      • If the user sends a new message, their name should appear.

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Why don't I see old Messenger chats in Messcat?

  • Facebook's API restricts applications from accessing messages that were sent before the connection was established.
  • Consequently, Messcat will only display messages received after you connect your Messenger account.

Why am I getting an error when I try to send a message?

  • "Error validating access token":

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    • This error typically occurs when you've logged out of Facebook or changed your password.
    • Fix: Navigate to "Manage Channels" in Messcat and click "Relink with Meta" for your Messenger channel.
    • "Message failed to send because another app is controlling this thread now":
    • Only one application can manage a message thread at a time.
    • Fix: Relink with Meta and ensure Messcat is the primary receiver.
    • "(#10)Message is being sent outside the allowed window":

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    • Facebook enforces a 24-hour standard messaging window for automated responses.
    • After 24 hours only manually sent messages are allowed within a 7 day window, and must be used to follow up on a issue or provide assistance.
    • Fix: You must reply within 24 hours of the customer messaging you for automated messages, and 7 days for manually sent messages. Please refer to this guide for Meta’s full policy.