Symptom / Need

The client reports that Facebook and Instagram interactions (messages or comments) are not being correctly submitted to Wolkvox Agent (Agentbox) for agent handling. The client needs these issues resolved to restore a continuous digital support flow.

In other scenarios, the problem is that Messenger messages do come in and the agent sees them in Agentbox, but when trying to reply, the message does not reach the end user (it is registered as "sent" on the wolkvox platform but is not delivered to Meta).

Context / Scenarios

This situation arises when handling social media interactions within the Wolkvox Agent console (Agentbox). It generally occurs due to misconfigurations of permissions directly on the Meta platform or after deleting and recreating a connector in Wolkvox without first closing the interactions that were already open in the queue.

Answer / Solution

This problem is not due to a failure in the Wolkvox platform, but to factors attributable to the configuration in Meta and the client's operational flow.

Minimum information required

In case of climbing, it is necessary to keep the following information in mind:

• Name of the affected operation.
• Connector type used: Primarily BSP (Business Solution Provider) connectors, but could apply to direct Meta - Cloud API connectors.
• ID of the connector used.
• Evidence of the problem: Screenshots from Manager where the templates are not listed and screenshots from the Meta administrator where they do appear approved.

To expedite the diagnosis and resolution of this incident on digital channels, responsibilities are divided as follows:

A. Responsibilities of the Support Agent (Analyst)

The Level 1 analyst at the Wolkvox service desk guides the client and validates the system's behavior through the following actions:

1. Internal log validation: Review system logs to confirm the correct creation of connectors and verify the technical input of interactions. See the article: How to check the health status of a WhatsApp connector in Wolkvox Manager .
2. Technical guidance on Meta: Guide the client on reviewing roles, permissions, and event subscriptions directly on the Meta portal.
3. Connector recreation support: We assist in the secure recreation of the Facebook or Instagram connector to reactivate notifications and event subscriptions from Meta. See article: How to integrate a WhatsApp connector into Wolkvox Manager .
4. Technical confirmation of the output channel: Perform direct tests towards Meta using the authorization of the new connector to certify that the sending of responses from wolkvox to the provider is successful.
5. Blocked chat identification: Detect if interactions that fail to respond are linked to an old connector that has already been removed, indicating to the client that they should proceed with its manual closure.

B. Client Responsibilities (Operation Administrator)

The client's Meta account administrator has direct control over their business profiles and is responsible for implementing the following settings:

1. Review roles and permissions in Meta: Verify in Meta the roles assigned to the page, the permissions granted to the wolkvox application, and check that the Facebook page or Instagram account is properly authorized to send events to wolkvox.
2. Link assets correctly: Ensure that the professional Instagram account remains linked to the correct Facebook page.
3. Managing open chats when recreating connectors: If you need to recreate a connector, you must first end all open interactions in that channel in Wolkvox Agent (Agentbox) to prevent agent responses from being orphaned in the previous connector identifier.
4. Creating the Business Portfolio in Meta: Create and configure the Meta Business Portfolio (Business Portfolio / Business Manager) to centralize the page and professional Instagram there, avoiding the connection depending on personal profiles or administrators.

Keep the following in mind:

• Never delete or recreate connectors if there are still active or open interactions in wolkvox Agent (Agentbox) for that channel.
• After making any permission adjustments in Meta or the connector, send a real test message to verify queue entry and response delivery, rather than relying solely on the "green" visual indicator .

Possible Causes

• Event notification interruption in Meta: For interactions to be queued in the wolkvox Agent (Agentbox), Meta must send a notification to wolkvox (Facebot) every time a user posts a comment. If a Meta administrator changes permissions, loses their administrator role, the page authorization expires (due to password changes or logouts), or the event subscription is incomplete, Meta stops sending notifications, and the queuing process stops. In these cases, even if the connector in wolkvox appears "green" on the screen, this only confirms that the authorization was saved, not that the Meta notification is functioning.
• Identifier mismatch due to connector recreation: When a connector is deleted and a new one is created on the platform, the system assigns a completely different internal identifier to the new connector. If there are chat interactions left open in the wolkvox Agent (Agentbox) associated with the old connector, when responding, the system will seek authorization that no longer exists, registering the message as sent in the wolkvox Agent (Agentbox) but without actually delivering it to Meta.
• Absence of a Business Portfolio in Meta: If the page or professional Instagram account relies on personal profiles instead of a unified Business Portfolio, third-party connection permissions become extremely fragile. When an administrator's role changes or the application is revalidated, authorization is lost, leading to frequent permission suspensions and incomplete logins.