Issues with Messenger Integration

[sojan-official]

This discussion is to capture the common issues that the community encountered while setting up the Facebook/ Instagram channel

Common Issues

Facebook not approving the app

ref: chatwoot/docs#114

Invalid Scopes: instagram_basic.

For Your test app standard access would work, for that, you would need to Add a Product "Instagram Basic Display"
For the production app, you need advanced access.

In the dashboard page you should be able to see instagram basic display option

ref: https://discord.com/channels/647412545203994635/647729604944986124/908720660040269854

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JSSDK Option is Not Toggled

Go to your FB developer page, choose your FB app, for Facebook login settings, and turn on the SDK option

ref: https://discord.com/channels/647412545203994635/647412545686208527/915722440364163142

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How to create test apps ?

ref: https://discord.com/channels/647412545203994635/647729604944986124/908723268201103370

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Not able to receive Instagram messages, but only the Facebook messages ?

Hi all i have connected facebook application and linked my Instagram business account as well but i m not able to receive any message . i got message if i do testing from facebook
subscription page. Just stuck and dont know where to move forward or even how to debug the issue.
surprisingly getting facebook messages but not instagram messages

ref: https://discord.com/channels/647412545203994635/647729604944986124/909853503416070214

If it's your test app you should add the Instagram testers account to the roles to send and receive the messages. If it's not the test app then your Facebook app should have permission for Instagram messages.
https://developers.facebook.com/docs/instagram-basic-display-api/getting-started/

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followed everything and still doesn't work? add a comment and the team will help you.

[tejaswinichile]

Your submission details for pages_show_list, pages_manage_metadata, pages_messaging, Business Asset User Profile Access

Login to the account using the following credentials.

Email: facebook_mail_address
Password: Facebook password

1. Click on Settings.
2. Click on Inboxes
3. Click on Facebook
4. Click on login with facebook
5. Authenticate with facebook and select a page.
6. Create inbox.
7. Send a message to the page, you would be able to see it in the dashboard.

Permissions and the answer to facebook's question Tell us how you're using this permission or feature

Business Asset User Profile Access

Tell us how you're using this permission or feature

This access is used to get the business name and picture so that it can be used to create inboxes in your-site-name.

pages_messaging

Tell us how you're using this permission or feature

Send message to the users to support them. The access will be used to send support to the users.

As part of the review process, we will check that the functionality of the app experience is working as intended. If you provide a Page management surface to users, provide us with a temporary test account so we can test it.

Created facebook test account with page access.

Please provide step-by-step instructions to walk us through how to test this integration.

Connect the page to the account shared before.

1. Send a message to the page with the account.
2. The message would be available on the your-site-name website.
3. Send a reply message from the your-site-name website, it would be available as a message to the end-user.

** pages_manage_metadata**

Tell us how you're using this permission or feature

Get the details of the page to add enough context for the agents attending the conversations.

pages_show_list

Tell us how you're using this permission or feature

List all pages of a particular person so that they can connect it to receive messages.

NOTE: With this, you need to submit the video of the working Facebook app on the Facebook test app.

[bielvelozo]

And why do chatwoot also use business_management?

[tejaswinichile]

Your submission details for instagram_manage_messages, instagram_basic

You can use the following to test the integration.

Email: facebook_mail_address
Password: Facebook password

instagram_basic

1. Click on settings -> Inboxes -> Add inbox.
2. Click on Messenger
3. Login with Facebook
4. Select Instagram profiles
5. Select the page Instagram is connected to
6. Click continue and select the page name in the next step.
7. Send a message to Instagram.

It will start showing in the your-app-name dashboard and you can reply from there.

Tell us how you're using this permission or feature

Users can connect their professional Instagram accounts and chat with their customers. Effectively they would manage all the customer support from the dashboard.

Make video similar to this with your self-hosted version: https://youtu.be/BnAGfjvIUVU

instagram_manage_messages

Go to our testing website.

1. Login to the website with the below credentials
   Username: **
   Password: **
2. Click on: Inboxes
3. Click on: Add Inbox
4. You will see "Choose a channel Page"
5. Click on "Messenger"
6. Click on "Continue with Facebook"
7. Login with Facebook with given credentials:
   Username: **
   Password: **
8. You will see “Continue As Web App” click on that.

• Click on the "Edit setting" in the same dialogue box.

• In the same dialogue, select on the checkbox to authorize Instagram basic setting for "instagram_account" click on next
  Username: **
  Password: **

• And authorize "Facebook page" with all the accesses.

9. You will be redirected to the your-app-name webpage again to fill in Inbox Details.
10. Click on: Chose page
11. Select: "Facebook page" click next.
12. Click on “Create Inbox”
13. Select Agent: from the dropdown click on agent_name
14. Click on “Add Agents”
15. Click on “Take me there”
16. And your Inbox is ready to receive messages which you will receive in your connected Instagram account.

Open a new tab

1. Go to the Instagram login page: https://www.instagram.com/
   Login with the below credentials as an Instagram tester
   Username: instagram_id
   Password: **
2. Go to Instagram DM page: https://www.instagram.com/direct/inbox/
3. Click on instagram_id DM box to send a message, which is connected to our Facebook app.
4. Send some messages to instagram_id account, as shown in the video.

Go to your-app website tab in the browser opened above

1. Switch to your-app website window now.
2. Refresh the page
3. Click on: “Facebook Page”
4. Click on: "Conversation Contact"
5. You will see the message sent from the Instagram account with the Instagram user id name.
6. You can reply to that message and check the Instagram account inbox.
7. Check the Instagram direct inbox

Just to verify more, This is the Instagram account connected to our Facebook app. Now, switch to Instagram account tab.

Switch Instagram account, Credential to Instagram account which is connected to the Facebook app
Username: instagram_id
Password: **

You can check DMs here from fa.cebookqa2 and messages sent from your-app website these are the same messages that we getting to our application through the webhook URLs

You can add more Instagram testers through the Facebook test app to test this feature with more accounts.

Tell us how you're using this permission or feature

Whenever users send a message to Instagram account by using Facebook webhook URL we get it on our website.

We are a customer support company and some of our clients use Instagram to publicize their products. And they use our customer support app on their website.

So they would like to see all customer queries in one place.
So whenever they get any product-related question on the Instagram account that would get redirected to our site and our client can directly reply from our website to that Instagram user.

For this, we integrated the Instagram webhook, and now to get the queries from the real-time customers on the live app we need your approval on the instagram_manage _massages so that we would fetch the messages from Instagram sent to our Instagram account and display them on our website.

Thanks.

Make video similar to this with your self-hosted version: https://youtu.be/BnAGfjvIUVU

[nguyendinhlam88]

Facebook staff not use facebook test account to login facebook for authenticate (they can not login and test features, i can not add their account into whitelist as dev or test), any solution for this problem.

[agutier6]

Hi,

I used your explanation here for the instagram_basic permission, and my app got rejected. Any idea why? This is the response they gave me:

We have determined that your app's use case for the requested permission is invalid or is not needed to support its core functionality.
Your app should only request for permissions that help enhance and build a solid user experience for your business and the end user. Please resolve this issue by removing or revising your app content for compliance before submitting for review.
If you believe your use case is valid, please consider submitting a revised screencast or notes that explains the following items:

1. Which functionality of your app requires the permission.
2. How will the permission to enhance your app's functionality and how the integration functions.
3. How will the permission enhance end user's experience.

I really dont know specifically how chatwoot uses the instagram_basic permission, and that seems to be what they are asking. Could you help me with that please?

Thanks for your help beforehand!

[pierrecorsini]

Same issue here; rejected and I'm not even sure why this permission is required actually.

While reviewing this submission, we were unable to verify the permission because of the use case. Specifically, we noticed that your use case details is not valid for how the permission is supposed to be used.

Specifically, the use case for this permission is not valid since it does coincide with IG Messaging.

Instagram Basic grants the app permission to read IG accounts of users that the app manages. This means access to their profile information and media files (example end-points: biography, followers_count, follows_count, media_count, name, profile_picture_url, username, website, media, including media URL, comments under media and permalinks.) This is different from IG Basic Display as this permission is meant for Instagram Business accounts, not consumer.Instagram Basic is the foundation for all Instagram Graph API permissions.

[rafaelstelles]

Hello,

In my case, facebook rejected for this problem.

Hello Team,

We have determined your use case is valid. While reviewing your submission, we were unable to verify use case in your screencast. Please provide screencast where your use case is reflected. Please show username, bio, profile picture, ID, followers and the following.

Please re-submit accordingly and we will re-review your application. Thanks!

[tejaswinichile]

Make sure you follow this documentation first for the self-hosted version.

https://www.chatwoot.com/docs/self-hosted/configuration/features/integrations/instagram-channel-setup

https://www.chatwoot.com/docs/self-hosted/configuration/features/integrations/facebook-channel-setup

[tejaswinichile]

Submission details for pages_read_engagement

Pages read engagements permission is used to get Instagram id connected to page so as to have the ability to send messages to customers.

You can use the following to test the integration.

Email: facebook_mail_address
Password: Facebook password

1. Click on settings -> Inboxes -> Add inbox.
2. Click on Messenger Icon[This redirects to Facebook login]
3. Login with Facebook
4. Select Instagram profiles
5. Select the page Instagram is connected to
6. Click continue and select the page name in the next step.
7. Send a message to Instagram.
8. It will start showing in the your-app-name dashboard and you can reply from there.

pages_read_engagement

Tell us how you're using this permission or feature.

I am the Facebook app administrator I can read the Instagram id connected to the page but when another user is just a page owner he/she is not able to read the instagram_id connected to my page, and that's why other page owners are not able to connect their page with Instagram to our inbox.

When any user will send a message to the connected Instagram account we want to display the same in our Chatwoot inbox.

We need to check the Instagram id of the account which is connected to our FB page, to set it as the receiver account.
So whenever any user adds a new Facebook inbox to our website we will be able to read the attached Instagram id to the page and we will read the further Instagram message sent to our inbox.

[patipol]

I've used this submission details for Facebook App Review Requests but not approved. Review feedback said that "... the explanation of your app's use case is unclear."

Here are the details of review feedback:

Could anyone please help me figure this out and get approved?

[tejaswinichile]

Please note:

If you are recently facing any issues in receiving messages in the Chatwoot Facebook page inbox, please make sure your page is not connected to any other apps.

According to the new Facebook handover protocol
https://developers.facebook.com/docs/messenger-platform/handover-protocol/
If there are multiple apps connected to the Facebook page, then the primary app in this case Any other app than the Chatwoot should release the thread first on the Facebook conversation then we will be able to get the callback on messages received on messenger.

To resolve this issue:

1. You need to remove the extra app connected to the same facebook other than Chatwoot.
   To this solution, you need to remove the other app's connection and make chatwoot a primary app from
   page -> settings -> Advanced Messaging -> Handover protocol -> Messenger receiver
   here is the screenshot for the same:

If you don't remove the other app and just make the Chatwoot a primary app there is no guarantee that we would receive any messages from the users who already sent the messages to the tier5 page from 14th March until now as the thread hasn't been released by the previous app.

2. If you can't remove the first app then we are building one workaround to get the standby messages but that would take time to build and test and add it into release from our side, as mentioned here we should use standby messaging if thread control is not implemented:
   https://developers.facebook.com/docs/messenger-platform/handover-protocol/#app-type

For the latter solution, we would need to wait until the next release.

Thank you to the whole team and the feedback, it is that why we have been able to find the root cause for the same.

[tejaswinichile]

Human-Agent permission for replying to messages on Instagram after the messaging window is closed.

The following are the steps that must be completed in order for your "Human Agent" permission to be approved:

1. An app can be approved for the Human-Agent tag if they were approved for either instagram_manage_messages or pages_messaging before.

2. This should be demonstrated in the screencast provided by you, i.e. them using pages_messaging or instagram_manage_messaging in your app.

3. App must be able to demonstrate that you have live agent experience to respond to threads.
   -A screencast video (sample) showing how the app allows a user to connect their Instagram business account and provide human agent support in their app using the Instagram Messaging API (instagram_manage_messaging or pages_messaging) The screencast should include:

• Scenarios for sending text messages from both an Instagram and Facebook Business Page to a test user.
  The App UI shows receipt of that message along with the functionality to send a message as a support agent.

[grupale]

¿How can I upgrade my self hosted installation to support Facebook Api v14? Thanks

[tejaswinichile]

@grupale We had raised the PR for the same and it is available in v2.6.0.
This is the change for the same:

[weppa-cloud]

Hi
We Follow all steps and we have approved Facebook App already. but we requested these two permissions for Instagram but they did not approve them. We can't ask Facebook team because we don't have available any chat or channel support.

Instragram app revew

Is there something in the new Instagram app that we are missing?

[tejaswinichile]

@weppa-cloud Recently all the reviews related to Instagram are getting dispproved.
But if your Instagram app working in the development mode they should have approved it. What reason did they mention while disapproving it?
If you open the rejected review, you will see messenger/facebook bubble on that page where you can talk to the reviewing side of people.

[ptd-31]

Hello @tejaswinichile , I have a question. How can i create inbox facebook and connect to facebook account without config file .env(FB_VERIFY_TOKEN, FB_APP_SECRET, FB_APP_ID). Because i logged website: https://app.chatwoot.com/ create channel facebook don't need config file .env and don't need fill information FB app. It's so fast. I hope to reiceive answer from team. Thanks.

[ptd-31]

Thanks you, what permissions do i need facebook to approve to connect pages without admin access? @sojan-official

[tejaswinichile]

Hey @ptd-31 these are the permission that you would need to have the access to facebook pages if you don't have admin permission.
pages_show_list, pages_manage_metadata, pages_messaging, Business Asset User Profile Access

[ptd-31]

Thanks you so much for reply @tejaswinichile .
Facebook approved my app: pages_show_list, pages_manage_metadata, pages_messaging, Business Asset User Profile Access(as photo). But when another users(they don't have role in the my app Facebook.) can't show list page when they create inbox messenger? If they are in the role then can show list page. How without adding users to the role they can still show their list page to create messenger inbox? I hope to receive from you soon. Thanks

[tejaswinichile]

I didn't get your question completely but here is how it works, So when a user login with Facebook while adding a Facebook page inbox in the Chatwoot dashboard they give permission to the app to access the pages and that's how they can add their own pages to the app.

[ouzbalkn]

it works, So when a user login with Facebook while adding a Facebook page inbox in the Chatwoot dashboard they give permission to the app to access the pages and that's how they can add their own pages to the app.

How did you get all these access?

[luisdanielhj]

I am receiving the messages that are made directly to the page, but when a message is made through an advertisement on the page, I do not receive it

{Correction} i am just receiving messages if i the creator of the facebook app send a message to the page, if other profile do this the crm dont receive the message

[luiszxcv]

Como resolver?

[luiszxcv]

Estou recebendo as mensagens que são feitas diretamente na página, mas quando uma mensagem é feita através de um anúncio na página, não recebo

{Correção} só estou recebendo mensagens se eu o criador do app do facebook mandar uma mensagem para a página, se outro perfil fizer isso o crm não recebe a mensagem

Mesmo problema aqui.

[laerciogentil]

Did you manage to solve the problem?

[pandigita]

I'm trying to configure chatwoot (self hosted, of course) to integrate with both Facebook (Messenger) and Instagram. The docs foresee a very similar process, but my understanding is I still create two apps for the two inside of the Meta Developer dashboard, and that I have to do the process twice.
However, the docs say I should add FB_APP_SECRET= and FB_APP_ID= for Facebook, but it also says I should add exactly the same constants for Instagram! Is that a spelling mistake, and it should be something like IG_APP_SECRET= ? IG instead of FB?
Obviously I can't declare the same variable twice, right? So what's going on here exactly?

Any help highly appreciated! And sorry if this is a silly oversight on my end.

[shivamkb17]

I have approved app of facebook but Instagram message feature getting disapproved, Reason is improproper handling of CDN resources.
App rejected - Improper handling of media CDN URLs

Tag user show in URL formate, like; "
?asset_id=17958331058424642&signature=AbzKFbAMdrLpSsPXSUG7IetfrDFtxjAAzds4y0dSxTBNHt7Yh0ivV305vurX6x_zNZYF9ijwXQ36vN6ono7-xuMwMeMSXGWe9km_MtBCD2k0aFkp6dGwh3vDUnzTFKjBIQpueMFW5Luof5IVmFDV0z8DpM4V1lJDU6yyMEedchgQ9OA8SurPlE5T-DurOxxxxxxxxxxxxxxxxxWXDIwP8oh3Fi "

instagram_manage_messages
feedback

App rejected - Improper handling of media CDN URLs
Developer Policy 8.9.c - Follow technical documentation
During our review, we found that your bot does not comply with the quality guidelines and other specific requirements for Instagram Messaging in our technical documentation. Specifically, proper handling of media CDN URLs by not storing/caching the media content.
To resolve this issue, update your app to follow our technical documentation, then re-submit for review.
For more details on submission requirements please read our Messenger Platform documentation and our app review documentation for Instagram Messaging.

[tejaswinichile]

@shivamkb17 The image takes time to load because we'll fetch the story on the fly, according to Facebook's suggestion. We don't store their CDN URL and delete the same when the story is invalid.

[danilosong]

Did you manage to solve it? I have the same problem

[growsmartmartech]

@tejaswinichile I'm going through the same difficulties implementing Facebook and Instagram integration. I've followed the community tips and still haven't made progress. You made a video demonstrating a part of the process, could you do it for the whole process? I believe it would help everyone who goes through this difficulty. Probably because I don't know the right path.

Thanks!

[Sixth2538]

@tejaswinichile Would be great if we can have an updated guide once Chatwoot V3 is pushed! Having trouble with facebook/instagram advanced app permission as well.

[tejaswinichile]

What is the issue that the Facebook team said about the rejection?

[zhiru]

I'm having problems to test facebook messages, instagram is working but not facebook

[tejaswinichile]

Do you see webhooks reaching to the server?

[mv-developer]

@tejaswinichile
I ENCOUNTERED AN ERROR when I attempted to request permissions and submit my app for review. I tried to reach out to Facebook support for assistance, but unfortunately, I couldn't find any contact information related to that particular issue.

[rfratucci]

Hi!
I've tried about ten attempts to approval of advanced permissions, without sucess. Anyone knows any developer or consulting thats may do this process for me?

[ycarooliveira]

I am having problem with instagram permissions as well, they are saying that I dont need the permissions I'm asking, that are:

pages_show_list
pages_manage_metadata
pages_messaging
instagram_manage_messages
pages_read_engagement
instagram_basic

[VonJdamian]

How can I solve this CDN problem?

[pelucapampa]

Anyone have solution for that?

I'm having problems to approval process for following permission:
Business Asset User Profile Access
pages_manage_metadata
pages_read_engagement
instagram_manage_messages
instagram_basic

I sent the instructions follow this post, but all request are rejected by facebook team.

Have you other guide to make facebook app approved?

[lazmo88]

Hello, just to clarify something. If I am the admin of the pages I want to add, and I am also developer of the FB app do I need to go through the verification process of the app to get it working? Reason why I am asking, I followed all the steps, and added credentials to CW env, FB login works, it asks for permissions, and lets me select pages/IG profiles.

Problem is the pages list is empty on CW dashboard. None of the pages/profiles are listed and I am unable to complete the integration. pages_show_list permission is active and on standard level. On Meta developer portal it states "Your app only needs advanced access to the following permissions and features if your business is a Tech Provider. " - if I understand this correctly, advanced access would be required only if I want to offer the app to 3rd parties?

Is this empty list a known bug as it is reported few times: #7491 and #3100

@sojan-official @tejaswinichile your input would be highly appreciated :)

Edit: So, I tried creating test app again and page list is now working. Only issue I have is that incoming Instagram messages are duplicated. So incoming message is displayed twice on CW, replies are sent only once. Is it still necessary to have separate IG messaging webhooks active if the FB page and IG profile are already connected?

[lazmo88]

So, disabling Instagram specific webhooks solved the duplicate incoming messages issue. What is the reason docs guide you to use Instagram webhooks?

[pelucapampa]

Check the new Facebook Pages Permissions. Yo need to invite to manage your page from this Go to you Page on Facebook Setup and Privacy New Experience for Pages Here you need to add a user for Facebook Access

…

________________________________ De: lazmo88 ***@***.***> Enviado: jueves, 23 de noviembre de 2023 06:43 Para: chatwoot/chatwoot ***@***.***> Cc: pelucapampa ***@***.***>; Comment ***@***.***> Asunto: Re: [chatwoot/chatwoot] Issues with Messenger Integration (Discussion #3397) Hello, just to clarify something. If I am the admin of the pages I want to add, and I am also developer of the FB app do I need to go through the verification process of the app to get it working? Reason why I am asking, I followed all the steps, and added credentials to CW env, FB login works, it asks for permissions, and lets me select pages/IG profiles. Problem is the pages list is empty on CW dashboard. None of the pages/profiles are listed and I am unable to complete the integration. pages_show_list permission is active and on standard level. On Meta developer portal it states "Your app only needs advanced access to the following permissions and features if your business is a Tech Provider. " - if I understand this correctly, advanced access would be required only if I want to offer the app to 3rd parties? Is this empty list a known bug as it is reported few times: #7491<#7491> and #3100<#3100> @sojan-official<https://github.com/sojan-official> @tejaswinichile<https://github.com/tejaswinichile> your input would be highly appreciated :) — Reply to this email directly, view it on GitHub<#3397 (comment)>, or unsubscribe<https://github.com/notifications/unsubscribe-auth/A4X6ST45IRDLAQACACK7JPTYF4LE7AVCNFSM5IEERJ6KU5DIOJSWCZC7NNSXTOKENFZWG5LTONUW63SDN5WW2ZLOOQ5TONRVGAYTKMA>. You are receiving this because you commented.

[salman652]

Hi @tejaswinichile, i hope you are doing well. i'm getting issue to approve "business_management" permission.

FB raise issue on purpose for this permission. Can you please guide me what are the suitable use case for approve this permission. And it will be helpful if you provide me submission details for "business_management" and screen-cast too.
Thank You!

[pelucapampa]

business_management

Dinos cómo usas este permiso o función
We use this permission to fetch pages managed by a business along with pages show list

To test that, please login on [https://yourchatwootinstance.com/]
Use following credentials:
User: xxx@xxxx
Password: PassXXX

1. Then, you need to add inbox, and here we need permission, when user add a new Inbox, our app need fetch page managed.

2. Go to Inbox section and you can see "+ New inbox" click here and then select "Messenger" to add a Facebook or instagram Pages

3. Click on "Continue with Facebook" and Insert Facebook credentials. (On past review submit you cannot use this credentials, but are correct, please try again)
   In this case, PLEASE use this Facebook Test account credentials
   User: userxxx
   Pass: PassXXX

4. When you are logged, our app show a List of pages to select one of them.

5. Select one of the Page's, and click Next

6. Select agent, and click Next