Botcake is not working
Usually in all cases, you just need to Refresh Permissions and Botcake will work again. But if it still does not work, the content below will help you
1. Causes: There are many reasons why Botcake is not working, cluding:
You have turned off Botcake from the Settings menu.
You don’t have a role in the bot integrated fanpage.
You just changed your facebook password. You have a facebook checkpoint. You have not Published Page in Fanpage Settings.
The page is blocked for messages by customers.
You accidentally installed the Pancake, or other app Handover Protocol.
The messages are outside FB's 24 hours window.
You are blocked by FB from sending messages or have not Refreshed permissions (code #2022).
You should go to Settings > Logs to view error details.
2. Solution
2.1 If you turn off Botcake for the page
Please go to the Botcake dashboard => click Connect to turn on Botcake for that page again.
2.2 You don’t have a role in the bot integrated fanpage.
For this case then you have to go to Roles on the fan page and make sure you have at least a role on your page.
2.3 You just changed your facebook password or you have a facebook checkpoint.
For this case you have to go to Botcake and refresh permission. Log out and log in again
2.4 You have not Published Page in Fanpage Settings
2.5 The page is blocked for messages by customers
Please go to Page setting > General > Message > Click to “Allow people and Pages to contact my Page privately”
2.6. You accidentally installed the Pancake, or other app Handover Protocol
Set up Handover Protocol: Go to Facebook Page > Setting > Advanced Messaging > Handover Protocol > Message Receiver > Primary Receiver > Uncheck. The frame displays the word "Select".
Set up Business Integration: Go to Facebook > Setting > Setting & Privacy > Business Integration > Remove Botcake
Re log in Botcake
After re-setting up, Botcake can work in new customers' inboxes. It takes a maximum of 24 hours to enable Botcake again.
2.7 The messages are outside FB's 24 hours window
Please wait for 24 hours or try to direct customer message to your page to be re-issued API from FB
2.8 You are blocked by FB from sending messages or have not Refreshed permissions (code #2022).
This is the worst case, your page has been blocked by FB from sending messages -> The only way to solve this situation is to Appeal.
The content of the appeal can be found below:
“ Hi Facebook Team,
I will use bot to interact automatically with my customers, and promise to follow all of the Platform’s Policies in order to to ensure a good experience for my clients. I think my non-promotional message can help my customers easily search and access the necessary information from my business.
I will send interactive messages to my customers during lunch breaks, and during their spare time. Because of that, I think it will not bother them at all.
Customers’ interactions of my page are increasing, so that I want to interact with all of them, giving them good experiences. After 24 hours from the last interaction between page and customers, I will send only one message to the customer after 24 hours since our last interaction.
I promise that from now on, I will not send advertising, promotions, discounts to customers, and will comply with the Platform’s Policies from Facebook.
Thank you!”
2.9. Forgetting to turn on Auto inbox
Please check if you have turned on “Auto inbox when customer comment“
2.10 Error #551 (this person is not available)
=> FB already has the issue with this customer, we cannot interfere if the problem from FB
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