Integration troubleshooting
What to do when Facebook lead forms stop arriving, Instagram or WhatsApp disconnects, or Google Calendar won't sync.
3 min read
Our team sets up your connections during onboarding. Over time they can drop for reasons like a password change, a page admin leaving or a Meta security check. This page collects the most common integration problems and the first things to check.
Check the connection status first
- Open Settings → Integrations.
- Find the account showing Reconnect needed.
- Click Reconnect, sign in to the account again and approve all the permissions requested.
Note
The person reconnecting must have admin rights on that account. For example, an agent who is only an editor on the Facebook page may not be able to complete the connection. If you're not sure, do it together with your consultant.
Facebook and Instagram
Lead forms aren't arriving in the panel
- The Facebook connection may have dropped; reconnect it using the steps above.
- A newly created form may not be among the forms connected during onboarding. Tell your consultant about the new form.
- If the person who set up the connection has lost their role on the page, the connection stops working.
- Once it's fixed, ask your consultant about leads you missed; they can be downloaded from Meta's ads manager.
See Facebook lead forms.
A lead arrived but the assistant didn't call
The outbound campaign only calls people with İYS consent and DND off, within the set hours. Check the Consent fields on the contact record. See Speed to lead.
Instagram messages aren't arriving
The Instagram account must be a professional account linked to your Facebook page, with Allow access to messages switched on in the app. See Instagram messaging.
WhatsApp disconnected or messages aren't sending
- There may be a payment method or business verification issue on your WhatsApp Business account.
- Your number's quality rating may have dropped or the number may be restricted. See WhatsApp rules and quality.
- If you open the same number in the WhatsApp app on a phone, the connection can break. Don't set up the assistant's number on another device.
Google and Outlook calendars
An agent's busy times don't show and the assistant books clashing appointments
The agent's personal calendar connection may have dropped. The agent needs to reconnect their calendar from their own profile. See Connecting Google and Outlook.
Appointments don't appear in Google Calendar
Check that the right calendar is selected in the connection (e.g. the work calendar, not a personal one). Syncing can take a few minutes.
Google Business Profile and ads
- If Google Business Profile messages or reviews don't appear, check that the connecting account is a manager on the profile. See Google Business Profile.
- If ad reports are empty, check the ad account connection and the date range. See Facebook ads report.
Web forms
If leads from your website form stop arriving, the link the form sends to the panel (webhook) may have changed, especially if your site was rebuilt. Send your consultant the form's address. See Web forms and webhooks.
When you write to your consultant
- Which integration (Facebook, WhatsApp, Google…)
- Roughly when the problem started
- The warning text you see on screen (a screenshot helps)
Related articles
Didn't solve your problem?
Ask the assistant or message our support team.