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Facebook Social Channel Chats Not Reaching 8x8 Contact Center

Symptom

Facebook Social Channel chats are not reaching 8x8 Contact Center and the Social Channel shows a negative expires in time in Configuration Manager for Contact Center.

Applies To

  • 8x8 Contact Center
  • Configuration Manager for Contact Center
  • Facebook Social Channel 

Resolution

  1. Log in to Configuration Manager for Contact Center .
  2. Navigate to Channels.
  3. Select the Social tab.
  4. Select the Expires in time.
  5. Re-authenticate with Facebook.

Cause

The authentication with Facebook is only valid for a set amount of time.