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Troubleshooting - Facebook/Instagram Connection Stopped Working

What to do if you stop receiving Facebook and Instagram messages in your console

If you stop receiving Facebook and Instagram messages in your HiJiffy console, it is most likely because your Facebook account has been disconnected from the console.

If your Facebook or Instagram channel becomes disconnected, the chatbot will no longer be able to send or receive messages on that channel until the connection is restored.

When this happens, a message may appear directly in the conversation thread indicating that the channel needs to be reconnected.

To resolve the issue, please reconnect your channel from the console:

1- Go to the Channels Menu in your console

2- Select the Facebook Messenger tab and choose the property that stopped working (you must choose the FB Messenger tab even if only Instagram stopped working)

3- Start by Disconnecting the Facebook Page and Save Changes

4- Go to the Instagram channel and unsubscribe the Instagram pages as well

5- After this is complete for both channels, go back to the Facebook Messenger channel and click the button and you will be taken to Facebook permissions

6- Make sure you are in the correct page on the top right hand side and continue as yourself

7- Select your "Current Business" and click "Continue"

8- Select the correct Facebook Hotel Page(s) you want HiJiffy to have access to and click "Continue"

9- Then, select all the Instagram Accounts you want HiJiffy to have access to (if any) and click "Continue"

9- After you made the correct selection, hit "Save" and then "Got it" and you will be redirected to your console again

10- Again, in the "Channels" menu,  go to Facebook Messenger and connect the correct page to each channel by clicking "Choose Facebook Page"

11- On each channel, you will be able to see the correct page - simply click "subscribe"

12- Do the same procedure on the Instagram channel

12- Review Teams and Properties and don't forget to save changes!

 

If after following these steps the issue persists, please contact our Support team at support@hijiffy.com, making sure to grant us admin access to your Meta Business Suite account.