Facebook Social Channel Chats Not Reaching 8x8 Contact Center

Symptom

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

Applies To

• Configuration Manager for Contact Center
• Contact Center
• Facebook Social Channel 

Resolution

1. Log in 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.