Start in Inbox settings. The box For the Meta app (webhook) lists Last calls from Meta with "ok" or the problem, and each connected page shows when its last message came. Those two lines tell you which step below to fix.
Where to find it
Admin › CRM › Inbox › Inbox settings. The owner and staff with the Inbox settings feature can open it.
What to check, most common first
- Your store is not on a running Premium package. The inbox is in Premium (and Custom) only. On Start Free, Basic, Standard, during the free trial, or once a Premium package has run out, messages are not taken in and the Inbox screens show a lock. Upgrade to Premium in Admin › Administration › Settings › Package & billing.
- The app secret is missing or wrong. Under 2. Rules, Meta app secret says "not set — messages are refused until it is", or Last calls from Meta shows "App secret is not set …" or "Signature did not match". Copy the secret from your Meta app's App settings › Basic, paste it and press Save rules. It must be the secret of the same app that sends the messages.
- Meta is not calling your store. Nothing new appears under Last calls from Meta. In your Meta app's Webhooks, check the Callback URL and Verify token are copied exactly from this box, and that the fields are subscribed: for pages messages, messaging_postbacks, messaging_referrals, message_echoes, message_reads, message_deliveries and feed; for Instagram messages and comments; for WhatsApp messages.
- The page is switched off. Its button shows Off. Press it to turn it On. Messages sent while it was off are not brought in later.
- The page connection has a problem. A red line under the page's name, such as "Page subscribe: …", or the message "Saved, but Facebook did not let the page send messages here yet". Make a fresh long-lived page access token and connect the page again in the form under the list. For WhatsApp, check you entered the phone number ID, not the phone number.
- Messages arrive, but no seller gets them. If nobody is Available, everyone is on a break or at their Max open chats, the chat waits on the No seller tab and goes out as soon as someone can take it. Tick sellers in 1. Sellers and their share and ask them to press Available.
Good to know
- Comments come in only while Bring comments on the page's posts into the inbox is ticked, and the app needs the pages_read_user_content and pages_manage_engagement permissions.
- Telegram: with the "CRM inbox" alert on, you are told when a message comes in and no seller is Available.
- Each store uses its own Meta app, secret and tokens. Never paste another business's keys.
Still not working?
If Last calls from Meta shows "ok" but the chat is still missing, press Give Feedback at the bottom of the page with the time the customer wrote and the page name. Never send your app secret or tokens.
Related
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