Plan requirement
| Subscription | Any plan |
| Access | Admin |
Social connections break silently and regularly. Reauthorising is the fix in most cases, and there is no alert.
Symptoms
- Messages stop becoming tickets, with no error anywhere.
- A reauthorisation notice in Admin Center.
- Agents can see a conversation but cannot reply.
- A customer says they messaged you days ago.
Resolution steps
1. Reauthorise the connection
The fix in most cases. Open the channel in Admin Center and reconnect, signing in with an account that administers the page.
Do this with the same account that made the original connection where you can. A different account can produce a connection to a different page.
2. Check who still administers the page
If the person who connected it has left or lost admin rights, reauthorising with their account is impossible. Someone with rights has to reconnect.
3. Check the permissions Meta is asking for
Meta changes what it requires. A reauthorisation that appears to succeed but omits a permission leaves the channel half working, which is why messages arrive but replies fail.
4. Check Instagram's message access
For Instagram specifically, message access can be switched off in the Instagram settings independently of the Zendesk connection.
Why it keeps happening
Authorisations expire by design, and platform requirements change. This is not something you can configure away.
What you can do is check the channel periodically rather than waiting to be told. Somebody sending a test message to each social channel weekly catches it within days.
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