1. (Error Message #190 validating access token. The session has been invalidated because the user changed their password). We are trying to respond to a Facebook post and this error message appears. Why?

These errors are a result of the following reasons: 

a. The account manager changed the password. 

b. The account manager doesn't manage the Page anymore.

To solve this, please follow these steps:

a. Go to the account and click on Add Account (even when the account already exists and is displayed)

b. If the account manager doesn't manage the page anymore - make sure to verify that the account holds admin permissions over the specific Page.

2. We are trying to respond to a post/comment on Facebook, yet it doesn't allow us to do so and displays Error Message #100. Why?

The error is rooted in the fact that the relevant post/comment is no longer available or has been deleted.

Solution: Unfortunately, the post/response is no longer displayed due to the fact that they've already been deleted, therefore it is not possible to respond to the post/comment anymore.

3. We are trying to connect to Facebook, yet the Error Message #190 "the user must be an administrator" is displayed. Why?

The error is rooted in problems related to the secure connection of CommBox's system to Facebook.

a. The account manager no longer holds admin permissions for the Page in question.

b. The Page's settings require all Page administrators to apply the Two Factor Authentication feature to their personal accounts.

c. In order for it to work, the account owner needs to follow the instructions outlined in this link: https://www.facebook.com/help/148233965247823

4. We are trying to connect to Facebook, yet the Error Message #200 "User does not have sufficient administrative permission for this action on this page" is displayed. Why?

The error is rooted in problems related to the secure connection of CommBox's system to Facebook.

The potential causes behind this issue are:

a. The account manager no longer holds admin permissions for the Page in question.

b. The Page's settings require all Page administrators to apply the Two Factor Authentication feature to their personal accounts.

5. Responses and tags from the Facebook Page are not being received in the Agent Workspace. Why?

After checking, please verify that the Facebook Page is connected as described in the instruction manual above and is set to Active in the module settings.

6. Can you respond to customers' responses to posts on Facebook using the "reply" tag?

Of course! Located next to the customer's response there is a triple dot icon. Please click on this icon and select Reply.

7. Is the Facebook Mentions feature supported by the Agent Workspace?

We support the Facebook Mention feature in the following circumstances:

a. In a Mention within a response to a Post - it will only drag the Post and the Response

b. Mention within the Post itself by a regular User - it will only drag the Post itself and the Responses on the Page to the Post without responses by other users.

c. Mention the Post itself on the Facebook Page — it will drag the Post and the Response.

8. Can Facebook Groups be integrated with the Agent Workspace?

No, the Agent Workspace does not support Facebook Groups.

9. I've connected to the channel but the Page is not located beneath it? How to fix this?

There are 3 possible options:

a. The account you connected doesn't manage the Facebook Page.

b. You didn't connect to the Agent Workspace with the username that connects the account.

c. In the Facebook window during the connection process, you need to re-add the account if it isn't checkmarked, then make sure to do so.

10. Can I block comments/users in the facebook channel?

There is no option to block users/comments in the Facebook channel, only from the Facebook page.

11. I've connected the Agent Workspace to a Facebook channel.  How many retroactive days will be included in the synchronization?

The Agent Workspace will collect all of the Page's Posts from the last 2 days. New responses to Posts that were posted more than 2 days earlier will cause the entire Post to be collected as well.

12. We've deleted a Facebook Post. Will the Post also be deleted within the system?

If and when the Post has been deleted from Facebook, its status within the Agent Workspace will also be switched to deleted.

13. The synchronization was stopped and the account's administrative permissions need to be renewed. What should I do?

Once every 6 months, we synchronize the Facebook account manager details to ensure they are up to date. We review all of the Pages which are under the account's management and verify that their Access Token is valid. In the case one or more is expired, we will send an email referring to the Page's title. In most cases, this message is received when one of the Pages under the account's management has had a change in authorizations, or one of the Pages requests to enforce the Two-Factor Authentication feature.