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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Inbound works but agen...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Inbound works but agents cannot send messages (Error 500 on outbound)

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Posted on by Estanislao 5

Hi everyone,

 

I’m having a blocking issue with Omnichannel for Customer Service + Facebook Messenger.

Scenario:

Facebook is fully connected to Omnichannel:


  • Meta App and Page created


  • Webhooks validated


  • Page Access Token configured


  • Channel created in Omnichannel


  • Conversations are routed correctly to agents in Customer Service Workspace


    •  

Inbound works perfectly:

Messages sent from Facebook arrive in Omnichannel and are assigned to agents.

Outbound always fails:
When an agent tries to reply from Customer Service Workspace, the message fails with:

"The message could not be sent due to an error. Please try again later.
Error code: 500, Reason: Internal Server Error"

Agents cannot send any message back to the Facebook user.

 

What has already been checked


  • Meta App is in Live mode


  • pages_messaging permission is granted (Standard Access)


  • Page Access Token regenerated and reconfigured


  • Correct roles and permissions on the Facebook Page


  • Tested with different Facebook users


  • Tried with a completely new App and a new Page

 

Same result every time:
Facebook → Omnichannel works, Omnichannel → Facebook fails with 500.

 

 

 

Has anyone experienced this scenario where Facebook messages arrive in Omnichannel, but agents cannot send replies?
 
Any insight would be very helpful, since this is blocking production use.
 
Thanks!
Categories:
Dynamics 365 Customer Service
I have the same question (3)
  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar Microsoft Employee on at
     
    Definitively... raise a case with Microsoft Support.  The fact that Inbound works but Outbound fails, points typically to an error where Dynamics can't reach Facebook:  Disabled account, ports, version of the app.
     
    Regards,

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