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.