What is this?
Quick fixes for channels other than WhatsApp. Each channel’s own page under Channels has the full detail.
What can I do here?
- Fix messages that don’t arrive on Instagram, Facebook, Telegram, TikTok or Threads
- Fix a Web Chat widget that doesn’t show
How to use it
Start with the same three checks for any channel: the card on Channels says Connected, you are in the right (active) channel, and you have the permission to see those chats.
Instagram
Open Channels → Instagram. Click Test — it says Connection healthy or Connection failed with the reason. Check Recent Webhook Events for incoming events and Feature Support for any feature that needs a permission. If something is missing or expired, click Reconnect and approve every permission.
Facebook
Open Channels → Facebook. If the pill says Webhook Pending, Messenger messages won’t arrive — click Resubscribe Webhook, or Reconnect. Use Test to check the connection and Diagnostics for technical detail. A feature that needs a permission shows as such in Feature Support — Reconnect and approve it.
Telegram
Open Channels → Telegram and click Check status; look at Last update received. If the bot token was revoked or changed in @BotFather, disconnect and connect again with the new token. Remember the bot only receives messages people send to it, and group features need the bot to be in the group.
TikTok
If the card says Expired or Access removed, click Reconnect. Direct messages: the customer must message you first, and replies are only allowed within TikTok’s messaging window. Business Messaging isn’t available for accounts registered in the EEA, Switzerland or the UK. Publishing needs the publishing permissions and a verified media URL set by your administrator — see TikTok.
Threads
If the card says Expired or Access removed, click Reconnect. Replies and mentions are the only inbound traffic — there are no direct messages. Until your platform’s Threads app is live, only accounts added as Threads testers can connect and receive replies.
Web Chat
If the widget doesn’t appear on your site, check the widget is Active (not Inactive) in Channels → Web Chat, that you pasted the Installation Code on the pages you expect, and that the Website Domain matches your site. See Web Chat.
Troubleshooting / Technical Notes
- A card says Upgrade. The channel isn’t in your plan.
- It says Expired. The access ran out — Reconnect on that channel’s page.
- Nothing works after changing the account’s password. Reconnect so a fresh token is saved.
- Still stuck. Contact Support with the channel, the time, and what the card shows.
Last modified on November 3, 2026
