Problem with Facebook Channel

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Posted on by rfzappala Microsoft Employee

Hi all,

I have a question regarding the Facebook channel in Omnichannel. I have it all set up and it was working fine. All of a sudden a problem started happening when messages are being sent from Omnichannel (the Agent) to Facebook.

The behaviour is as follows:

The Customer goes to my page on FB and is able to send a message that reaches Omnichannel (image below)

The Agent is prompted to accept the interaction and is able to see the Customer's message. But when he tries to reply he gets the following message (image below):

Message failed to be sent. ErrorCode: 401, Reason: Operation returned an invalid status code 'Unauthorized', Timestamp (UTC): 8/29/2022 7:15:39 PM, TransactionId: 0195e5e7-8e79-4704-94e3-e4796e154d08 4:15 PM

Has anyone else experienced this kind of behaviour?

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Hi rfzappala,

No, it is a weird thing and you would better raise a ticket to consult Microsoft.

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