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Almost everything is fixed in a couple of clicks. Find what’s happening below and follow the steps.
Only administrators can reconnect or repair channels. If you don’t see the buttons, ask an administrator to do it.
What’s happening: the access Eva had with Meta expired. It usually happens after someone signs back into Meta.How to fix it: open your agent’s Channels tab. The affected channel will show a prompt to Reconnect. Click it and approve every permission Meta asks for. Nothing else changes; only access is restored.
What’s happening: on Messenger or Instagram, Meta is routing conversations to another app connected to your page.How to fix it: in your page’s settings in Meta, set Eva as the app that receives conversations. Then go back to Channels in Eva and use Verify connection. If you need help with the Meta settings, get in touch.
What’s happening: more than 24 hours passed since the customer’s last message, so the window to reply freely closed.How to fix it: send a template to reopen the conversation. As soon as the customer replies, you can write freely again for 24 hours.
What’s happening: the permission for Eva to read your DMs isn’t turned on.How to fix it: in Instagram, go to Settings → Messages and turn on “Allow access to Instagram messages in Inbox.” Then, in Eva, use Test now by sending yourself a DM from another account.
What’s happening: it’s not always broken. A freshly connected channel with no activity is marked as ready to test, not as broken.How to fix it: send a real message from another account or phone and watch whether your agent replies and the conversation appears in your Inbox. If the channel shows Test connection, that test confirms it.
What’s happening: a permission or part of the Meta connection is missing.How to fix it: in Channels, use Repair now (no need to reconnect) and then Verify connection. If the prompt persists, reconnect the channel.
What’s happening: that audio file couldn’t be downloaded or is in an older format.How to fix it: there’s nothing to fix on your side; the rest of the conversation stays intact. If it happens often, get in touch so we can look into it.
What’s happening: WhatsApp and your agent stop replying if the subscription pauses due to a pending payment.How to fix it: go to Settings → Subscription and use Update payment method. As soon as the payment processes, your service comes back on. More details in Plans and payments.
Your issue isn’t here, or the steps didn’t work? Contact us and we’ll help.