STEPS FOR FACEBOOK AND INSTAGRAM ONBOARDING
Create a FB page
Create an Insta account
Convert it into professional business account
Complete the process of connecting facebook page to Instagram account under Edit Profile -> Connect Page in Instagram mobile app ONLY.
Settings >> privacy>> messages >> Enable allow access to messages(Instagram) (Try to do this in the mobile app)
API To Check If Inbox access is enabled
GET /{page-id}/conversations?platform=instagram
SCENARIO 1
The Professional Instagram account has two types: Business and Creator.
If it is a creator mode - Professional Instagram account (more tools), there is a Creator option available under Settings (not available for Business mode).
Under Settings -> Creator -> Frequently Asked Questions you can setup Icebreakers/ Conversation starters.
On doing this, no message webhooks are received by us.By turning FAQs off also, no message webhooks are received by us.
On switching back to Business mode, message webhooks are received
Solution:
After verifying all the onboarding account setup steps are complete for Recode, Winston and DiabeSmart accounts, please go to Settings -> Account -> Switch account type -> Switch to business account and onboard/ connect accounts in BIK dashboard and the messages should be received and working.
Further, let us make sure to keep the Instagram business accounts onboarding in Business mode only.
SCENARIO 2
Most probable issue:
Access for messages not granted in Instagram app, as shown in our documentation for the onboarding process.
Solution:
Please ask Recode to go to Settings -> Privacy -> Messages -> Turn ON "Allow access to messages" in Instagram mobile app.
Disconnect accounts and onboard FB and connected Instagram account after the above step is completed.
We tested and if the onboarded account has this disabled then we will NOT receive webhooks.
We cannot enable it through BIK dashboard. The client has to do this as part of onboarding process as mentioned in the documentation https://help.instagram.com/502981923235522
Getting Started - Instagram Platform
SCENARIO 3
Issue:
Accounts are onboarded, Messages are being received but Instagram comments only are not being received in the BIK dashboard.
Probable Solution:
The Page has the Hand Over Protocol enabled and has another Application as a Primary Receiver. Hence, the behaviour is by design. Depend on your scenario, we have following options that you may pick one:
a) Having the primary app handover threads to you.
b) Requesting your app to become primary receiver for this page
c) Subscribing to the standby channel
Where to change Primary Receiver
SCENARIO 4
Issue:
Our BIK dashboard features like Onboarding, Facebook login, Messaging features which were working just few hours/ day ago, suddenly stops working and is breaking now.
Probable Solution:
Please do check the META PLATFORM STATUS - the issue can be caused because Meta platform outage and their services failing.
Go to Meta platform status page : https://metastatus.com/?ref=dfc&fbclid=IwAR1B4OUT9hsaN5OUavgW8obxDpA8zs4z9VGjeP0NMqes4IEXk0P0ICqXvDw#developerplatform
Check here if they have mentioned any outage / service failure, If yes, cross check if META’s failing service is related to our feature breaking (Eg: Signup, Messaging ,Templated messages breaking)
SCENARIO 5
Issue:
Unable to message our Client’s Instagram account DM, personal message, private reply.Going to Message their Instagram account shows error as shown below:
“You can’t message this account unless they follow you instagram”.
Probable Solution:
A. Underage account (Minor - BirthDate)
Under Message Controls in Instagram settings, the message requests are set to ‘Dont Receive Message Requests’
Please do follow all the steps mentioned in this article : https://onlinewithmaverick.com/you-cant-message-this-account-unless-they-follow-you-instagram/
B. Fireboltt issue: Still following up with Meta via ticket
SCENARIO 6
Issue:
Any user messaging to the client’s Instagram account/ FB page with any random message in Instagram/ Messenger Inbox is getting an INSTANT REPLY from the account / once per day.
Solution:
Go to Facebook.com
Click on your connected Facebook page in the Bottom left corner of home page of Facebook.
Go to meta business suite.
Under Manage Pages : Go to Inbox.
In header of Inbox page, there's an automations icon, Click on it.
In the Automations Page, you'll have INSTANT REPLY feature. Please turn it OFF
Screenshots:
SCENARIO 7
Issue:
If faced with any UI issue in the client’s Instagram account feature like messaging etc.., please do follow the steps given below and report the UI bug on Instagram mobile application.
Steps:
Open Instagram Mobile App -> Profile
Go to Settings -> Help -> Report a problem
Click on Report Problem without Shaking.
Report the Instagram App UI bug/ issue faced in your account with detailed steps and appropriate screenshots.
For example:
In the case of Firebolt Instagram account, nobody was able to send a personal message to Firebolt Instagram account Inbox as it was disabled showing the error “Only the accounts followed by firebolt can message the account” and messaging was disabled.
Solution:
Report the UI bug on Instagram mobile application.
For further assistance or to raise feature requests related to Instagram Troubleshooting Guide, please contact [email protected].