Answer: Yes. Once a channel is deleted, all chats conducted through it will also be deleted and cannot be recovered.
If you need to keep the chat history, we recommend that you do not delete the channel, but rather deactivate it in the communication settings. In this case, integration with Telegram will be paused, but all conversations will remain in the CRM.
Answer: No. You cannot initiate a chat from the CRM first due to restrictions imposed by the Meta API.
You can message the customer first via the Facebook website or the Messenger app. Once the customer responds, you can continue the conversation through the CRM.
Answer: Partially. If a customer quotes a message in Facebook Messenger, the quote will display correctly in the CRM.
It is not possible to send quoted messages from the CRM to Facebook Messenger due to restrictions imposed by the Meta API.
Answer: No. Facebook Messenger currently does not support reactions in chats.
Answer: Yes. The chats support sending and receiving voice messages via CRM.
Answer: No. Currently, Facebook Messenger does not support editing or deleting messages in chats.
Answer: The Facebook platform may restrict the transfer of a user’s personal data through privacy settings or the platform’s internal policies. In such cases, the customer’s name and photo are not transferred to the CRM, so it is technically impossible to save them.
Answer: This error means that the response was sent outside the permitted time window for integrations set by the Instagram platform.
After the customer’s last message, there is a limited period during which you can respond via the CRM. Once this period ends, the platform blocks the sending of messages specifically from integrations.
You can message the customer via the Instagram app. Once they reply, the time window will refresh, and further communication will once again be available via the CRM.
These rules are described in more detail in the guide «Response Time Windows on Facebook and Instagram».
Answer: This error means that the Facebook platform does not allow the message to be delivered to a specific user. This restriction is imposed by the platform and is independent of the CRM.
Most often, this situation occurs when a chat in the CRM originated not from a customer message, but from another interaction, for example: In such cases, Facebook considers that the conversation has not yet begun and does not allow the page to send messages via the CRM until the customer sends the first message themselves.
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the customer was sent a message automatically or via the Facebook website;
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the customer left a comment under your post;
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the customer interacted with an ad (button, form, view), but did not send a message on their own.
In this situation, you must wait for a message from the customer.
You can also message the customer directly via the Facebook interface or Meta Business Suite — after the customer responds, you can continue the conversation via CRM.
Answer: This error indicates that Facebook's services are temporarily unavailable or that there was an issue sending the message.
In most cases, the problem resolves itself. We recommend waiting a few minutes and trying to send the message again.
Answer: This error means that the attachment type or format is not supported by the Meta platform for sending via the Facebook integration.
This can happen if the file is in an unsupported format, is too large, or does not meet the platform's technical requirements.
We recommend checking the file format and size or trying to send a different type of attachment
Answer: This error means that a temporary issue occurred on the Meta platform or network while uploading the attachment, preventing the file from being successfully uploaded to Facebook.
This is most often caused by an unstable connection, a large file size, or temporary platform-side issues.
We recommend waiting a few minutes and trying to send the attachment again. If the error persists, try using a different file or reducing its size.
Answer: The communication channel may automatically disconnect if the Meta platform revokes access to the Facebook page through which the connection was established.
This can happen in the following cases:
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the password or two-factor authentication settings of the Facebook account used for the connection have been changed;
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during authorization in another communication channel, the user revoked access to an already connected company or page (access is shared across all channels, so changing it affects existing connections);
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Meta revokes access for its own security reasons without specifying the reasons.
In most cases, it is sufficient to re-authorize in the communication channel settings.
If the channel continues to disconnect after re-authorization, please contact support.
Answer: Chats support sending and receiving the following file types:
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Audio: aac, m4a, wav, mp4 - up to 25MB;
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Images: png, jpeg - up to 8MB;
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Video: mp4, ogg, avi, mov, webm - up to 25MB;
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Files: pdf - up to 25MB.
Important: The Meta platform stores and transmits files via the API for 1 month. After this period, they will no longer appear in chats.
Answer: The Meta platform does not prohibit connecting a single page to multiple CRM systems at the same time.
However, in practice, such a connection can lead to conflicts in the integrations — for example, messages may be duplicated, the channel may operate erratically, or it may periodically lose connection.
Such situations depend on the operation of the Meta API and other connected systems. If you plan to use Facebook Messenger in multiple CRMs, we recommend testing the integration beforehand before using it on a regular basis.
