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How to troubleshoot when Facebook and Instagram messages are not received in Inbox


Once the Facebook page(s) and Instagram accounts are integrated within Birdeye with all the permissions, the Facebook/Instagram messages should be visible in Birdeye's Inbox.

In case the Facebook/Instagram page is receiving new messages, but these Facebook messages are not coming into the Birdeye Inbox, you need to follow the below troubleshooting steps to resolve it.

  • Go to the Facebook page and click on Facebook Page Settings.
  • Under Page Settings, click on 'New Pages Experience.'
  • On the next page, click on 'Advanced Messaging.'
  • Under the 'Handover protocol', configure the 'Messenger receiver' and 'Instagram receiver' as Reviews App.

This will resolve the issue, and the messages will receive under Birdeye Inbox.




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