Troubleshooting and Tips

Security Rules

Privacy settings in Facebook change quite often. It may happen that they introduce a new security rule and that blocks the integration. If this is the reason, you should see it at developers.facebook.com. The page also provides a console to see connection attempts to Sinch Contact Pro.

Facebook Certificate

For http connections Facebook uses a certificate. It may happen that you don’t have this certificate on your Sinch Contact Pro application server. The easiest way to find out if this the issue is to open https://graph.facebook.com/me/messages on the server. If the browser indicates that the certificate is not trusted, then you don’t have the certificate. You can use the browser to obtain the certificate:
  1. Look for certificate details and use the copy function to obtain it.
  2. Store it to your server certificate store.
  3. After certificate is installed try to refresh the browser.

Testing the Interface

The connection is all about HTTP GET and POST commands. Therefore, opening the URL in browser doesn’t return anything. If you want to check if the interface is returning anything, you can try with SoapUI tool.

Facebook Shortcut

Facebook allows you to make short URL to your Messenger account. The format is https://m.me/Facebook_ID. With the link you can easily create Facebook us buttons on your page. But before implementing this feature, check Facebook branding guidelines.

Facebook ID and Display Name

Facebook communicates with IDs. Sinch Contact Pro can query customer name as well. However, in some cases the Facebook user might have tight security settings in Facebook and it doesn’t allow showing the Facebook name (display name). In such cases the ID is shown instead. This applies to Communication Panel user interface. By default the display name isn't shown. To show the name, go to System Configurator > Reporting > Data Protection Rules > Basics and deselect the setting Protect Customer's Display Name.

Issues and Log Reading

When reporting issues to support, the most valuable information is the SMS Server at trace level. SMS Server supports also debug secure parameter, which reveals more details of an incoming message. We don't recommend enabling the parameter for production systems.

You may also try to troubleshoot it by yourself by sorting errors and warning (ERR|WRN in BLV). You can see an incoming message from Facebook Messenger with the following filters:
  • HttpSmsServer::OnRequest

    This can be used for debugging all social services and SMS.

  • Incoming message from any channel: /sms/facebook/facebook

    This changes according to social channel.