Resolved -
This incident stands resolved. As always, please feel free to reach out to Khoros Support for any assistance.
Jan 4, 12:43 CST
Update -
We continue to monitor the progress further, and we will update you as we hear from Facebook about backfilling old messages.
Dec 28, 11:40 CST
Monitoring -
Facebook team has implemented a fix for the affected pages. Agent’s Facebook Private Messages should stop seeing missed replies in the inbox for the new messages. We are actively monitoring the progress and we will keep you posted about backfilling old messages once we have an update from the Facebook team.
Dec 16, 04:03 CST
Update -
Our team is aligned with the Facebook team and the Facebook team is working towards the fix. We will keep you posted with the updates once it is available.
Dec 15, 09:19 CST
Update -
We are continuing to investigate this issue.
Dec 11, 16:19 CST
Update -
We are continuing to investigate this issue.
Dec 11, 16:16 CST
Update -
We are continuing to investigate this issue.
Dec 11, 16:14 CST
Investigating -
We have identified a known Facebook issue for Messenger. Agent's FB PM responses are missing in Inbox history and natively from the responding page. Please note that the PMs are successfully published and visible to the end-user.
We have partnered with Facebook Support and are actively investigating the underlying cause. We will provide any updates once available.
Dec 11, 16:04 CST