Help Center

Why doesn't my Facebook Messenger channel work?

If your Facebook Messenger channel isn’t working, this could be because the token is expired, or because you don’t have access to manage the account.

To solve the issue you or the person with the administrator role for the fan page make the changes. 

1- Disconnect the app (Aivo Connector) from the fan page settings. This is done on Facebook and not on our platform.


2- Create a new Facebook Messenger channel on the Aivo platform, in the Channels section on the left-hand side. It is important that the person who has the administrator permissions for the Facebook page completes this step as they will be asked to enter their login details.

Important: If the Facebook page has the Two Factor Authentication security, when you connect Facebook with AgentBot, you will need a code in addition to the password.

3-  Ask your CSM to set up the channel so that you can add it to the answers you want your Facebook channel to respond to. Otherwise, your Facebook channel’s answers will not be differentiated from the rest of your content.

Important: The channel connection must be done by the Facebook Fan page administrator. If the user’s role or the facebook password has previously been changed the channel will disconnect and you will need to connect it again. 

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