Ensure seamless communication with Instagram and Facebook Messenger in OmniChat by following this troubleshooting guide. We cover key settings for message reception, permissions, and resolving common issues like duplicated messages or integration conflicts.

• If you don’t receive Instagram messages:
  • Make sure to enable Settings > Privacy > Messages > Connected tools – Allow access from your Instagram mobile app.
  • Make sure your Instagram account is not setup as a professional account, it must be a business account.
  • Go to Meta Business Suite, select your account, and go to Users > People. Under Instagram account click Manage and make sure to enable all the permissions.

• If you don’t receive Facebook Messenger messages, make sure that the Facebook page does not send automated replies, such as the welcome message.
• In case you encounter duplicated messages or an ongoing chat cycle between the chatbot and Instagram messages, you are facing a problem due to the presence of two OmniChat installations or OmniChat Cloud accounts that are both synchronized with the same Instagram account. To resolve this, access the second OmniChat admin area, navigate to Settings > Messenger > Facebook pages, remove the Instagram ID value and save the changes.
• Every OmniChat user has only 1 Facebook and Instagram conversation.
• OmniChat rich messages are automatically converted to Facebook rich messages when possible, some part of the rich message could be removed or changed.
• Only private Facebook messages will get sent to your team inbox. If someone posts a Facebook message on your wall it won’t appear in your team inbox.
• When someone sends a message to your company Facebook page or Instagram account they will get designated as a lead in OmniChat. You’ll only be able to see the user’s Facebook or Instagram name and profile picture.
• Messenger conversations and messages are compatible with queue and routing.
• The chatbot is supported. The human takeover feature is supported.
• The supported AI features include language detetction, spelling correction, multilingual via translation, Google search.
• If the chatbot is enabled, it is necessary to deactivate any automatic replies on Facebook Messenger, such as the welcome message.
• The follow-up message is supported, but the message is always sent, also if an agent replies.
• The offline message is supported, but the timetable is not sent.
• Only 1 Facebook account can be synchronized, to link pages from multiple Facebook accounts, the account synchronized in OmniChat must be an admin of all Facebook pages of the other Facebook accounts.
• Using this integration of Instagram and Facebook Messenger comes at no additional cost.
• If the message exceeds 1000 characters, only the initial 1000 characters will be transmitted due to the character limit.
• Only new messages, sent after the synchronization, will be synchronized, the old ones will not be imported.

If you have additional doubts, remember that you can always contact us.