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Facebook Social Channel chats are not reaching Contact Centre
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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

Configuration Manager social channel expires.png

Cause

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