Facebook Social Channel chats are not reaching Contact Centre

Symptom

Facebook Social Channel chats are not reaching Contact Center and the Social channel shows a negative expires in time in Contact Center Configuration Manager.

Applies To

• Contact Center
• Facebook Social Channel 

Resolution

1. Login to Contact Center Configuration Manager
2. Navigate to Channels
3. Select the Social tab
4. Click on the Expires in Time
5. Re-authenticate with Facebook

Cause

The authentication with Facebook is only valid for a set amount of time