Our team has resolved the underlying issue and we're now seeing Facebook Direct Messages from Thursday through today coming into Desk.
We do not believe any messages were lost, but are continuing to investigate closer, to ensure that no messages have been lost.
If you find you're missing any messages sent to your Facebook page(s), please open a support request and let us know.
Thanks so much for your patience, as always!
Mar 20, 13:32 PDT
Our Engineering team have continued to liaise with the Facebook Engineering team and have determined the root cause of the issue, whereby inbound Direct Messages were not being imported into a case. to be related to a change in Facebook's API. Our Engineering team are currently implementing a solution to accommodate this change and address the issue. We will provide further updates once this is complete. Thank you for patience while we investigated this issue.
Mar 20, 12:00 PDT
All Facebook interactions are currently working with the exception of inbound Direct Messages. We are currently liaising with Facebook to investigate the root cause further.
Mar 17, 17:14 PDT
We are still investigating the issue with Facebook Messages not coming through Desk. You are now able to reply to Facebook Messages from Desk and Facebook Wall Posts are also working both in and out of Desk. Many thanks for your continued support and patience while we work to resolve this.
Mar 17, 15:04 PDT
We continue to investigate Facebook Messages not coming into Desk. You should be able to reply to Facebook Messages from Desk as expected now. Facebook Wall Posts should also be working as expected in and out of Desk. Thank you for your continued patience.
Mar 17, 13:12 PDT
Our teams continue to investigate reports of Facebook cases not coming into Desk and the inability to reply to Facebook cases from Desk. We will provide an update as soon as we have further information. Thank you for your patience.
Mar 17, 11:00 PDT
We are continuing to investigate our Facebook Channel integration issues. Once we have further detail we will provide another update. Thanks again for your patience.
Mar 17, 10:01 PDT
We are currently investigating reports of Facebook cases not coming into Desk and the inability to reply to Facebook cases from Desk. Once we have more information we will provide an update. Thank you for your patience.
Mar 17, 09:29 PDT