Facebook-Intercom integration issues typically stem from incorrect permissions, expired access tokens, or configuration errors during the Meta authorization flow. This article covers the most common issues and how to fix them.
Common issues and their causes
Authorization errors
The Facebook account used for the connection is missing an Admin, Editor, or Moderator role on the Page.
Two-Factor Authentication (2FA) is not enabled on the Facebook account.
Required permissions were not granted during the Meta authorization flow.
Disconnected or "Not connected" Facebook Pages
The Page Access Token has expired or become invalid.
The Facebook account used for the connection no longer has admin-level access to the Page.
Message delivery issues
Messages are not appearing in the Intercom inbox.
Messages are failing to send due to Facebook's 24-hour messaging policy.
Messages from unintended Facebook Pages are appearing in Intercom.
Workflow triggers not activating
Workflow triggers only activate for new conversations created after the workflow is live — they do not apply to conversations that existed before the workflow was turned on.
How to troubleshoot Facebook-Intercom integration issues
Step 1: Verify Facebook account roles and security
Confirm the Facebook account used to connect has an Admin, Editor, or Moderator role on the Page.
Enable Two-Factor Authentication (2FA) on the Facebook account if it is not already active.
Step 2: Reauthorize the Facebook integration
In Facebook Business Integrations, remove Intercom.
In Intercom, navigate to Settings → Channels → Social Channels → Facebook.
Click Reconnect to Facebook, select all relevant Pages, and grant all requested permissions. Ensure no permissions are set to "No."
If the authorization window closes before completion, retry in an incognito or private browser session.
Step 3: Reconnect Pages one at a time
Remove all previously connected Facebook Pages in Intercom.
Open a private or incognito browser window.
Reconnect Pages one at a time using Connect Facebook business page.
Step 4: Check routing and message delivery
Verify that messages are not being routed to a specific team inbox. Adjust routing rules if necessary.
Test message delivery by sending a message from a personal Facebook account that has no role on the Page.
Note: Facebook messages may take up to 10 minutes to appear in Intercom.
Step 5: Address specific delivery issues
24-hour messaging policy: Respond to Facebook Messenger conversations within 24 hours of the customer's last message to avoid message rejection.
Unintended Page messages: Reconnect only the intended Page to ensure it is the sole authorized Page.
Primary receiver settings: In Facebook's Advanced Messaging settings, set Intercom as the primary receiver for the Page.
Best practices
Regularly review and update Facebook Page roles and permissions.
Do not uninstall and reinstall the Facebook Messenger integration — use the reconnect flow instead.
Set up service level alerts in Intercom to flag Facebook conversations approaching the 24-hour messaging window.
FAQs
Why are my Facebook messages not appearing in Intercom?
Ensure the Facebook Page is connected to only one Intercom workspace.
Verify that Intercom is listed as an active app in Facebook Business Integrations.
Test message delivery using a personal Facebook account with no Page role.
Why does the Facebook integration show "Not connected"?
The Facebook account used for the connection may no longer have admin-level access to the Page. Reauthorize the connection using an account with the required permissions.
How do I fix failed image or link sends?
Reauthorize the Facebook integration, ensuring all permissions are granted and the correct Page is selected.
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