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Delivery Error for Messages from Agent via UI to Facebook Messenger

  • 1.  Delivery Error for Messages from Agent via UI to Facebook Messenger

    Posted 06-05-2025 19:03

    ugur.bayramoglu | 2023-10-16 14:57:46 UTC | #1

    Hello,

    I've created a Facebook Messenger integration on Genesys Cloud. The messages sent from any customer are delivered successfully to the associated Architect Inbound Message Flow. When I try to send any message back from the Flow (by Send Response block) or write message from the Agent UI, I see a red rectangle (with "Error on delivery" text) on next of every message, hence none of the messages is delivered. What is wrong with that how can I see the real cause of the problem, can you please help?

    * *

    Regards

    Greg_Boston | 2023-10-16 15:58:55 UTC | #2

    Hi @ugur.bayramoglu messages can fail with Facebook for multiple reasons. To find out more about your situation, I would suggest using https://apicentral.genesys.cloud/api-explorer#get-api-v2-conversations-messages--messageId--details to get more information about each outbound messageId. Use the useNormalizedMessage param set to true. In the response look for normalizedReceipts[].reasons to understand more about your failure.

    ugur.bayramoglu | 2023-10-17 07:31:26 UTC | #3

    Thanks @Greg_Boston, I could see the detailed error message from the following API in the Developer Center.

    /api/v2/conversations/messages/{conversationId}

    Although I have not changed anything in my Facebook account, somehow it says there was an authentication problem. After I Re-Authenticate the Facebook integration the problem is solved.

    Regards

    system | 2023-11-17 07:31:51 UTC | #4

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 22558



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