Meta channel connection troubleshooting

Start with the current state

Open Channels and record:

• the platform card you used;
• the account or Page name shown;
• whether it says Connect, Active, or an error; and
• whether an agent is assigned in My Agents → [agent] → Apps.

Do not retry blindly if the provider has selected the wrong business asset. Confirm the account first, then retry from the card.

The provider window closes or returns an error

Try these checks:

• finish the provider flow instead of closing the popup or browser tab;
• allow the provider window to open and return to the same Interlinked workspace;
• sign in to the account that actually manages the Page, Instagram account, or WhatsApp business portfolio;
• if several provider accounts are open, sign out of the unrelated ones and retry; and
• keep the exact error text, not only a screenshot of the final Not connected state.

If the card stays unconnected, retry once from Channels. If it fails again, use the account-specific checks below.

Instagram is not available

Confirm that:

• the account is Business or Creator rather than Personal;
• it is linked to the intended Facebook Page; and
• the provider account has access to both assets.

If the Instagram account is not offered, fix the Page relationship in the provider’s business settings and return to the connection flow.

Facebook Messenger is not available

Confirm that:

• the Page is active;
• customers can contact the Page privately; and
• the selected provider account has the required Page access.

If the Page already sends automatic greetings or replies, review those settings after the connection so customers do not receive competing messages.

WhatsApp Business is not available

Check whether:

• the phone number is already registered in another WhatsApp business setup;
• the selected business portfolio is the intended owner;
• the verification message can reach the number; and
• the provider is asking for business or billing information before it will finish.

Do not delete an existing WhatsApp account or number as a first troubleshooting step. Confirm the provider’s migration guidance and business ownership first.

The connection is active but the agent does not respond

A connected account is only one part of the customer path. Check in order:

1. The channel card still shows Active.
2. The channel is assigned to the intended agent.
3. The agent is published and its readiness card has no missing channel requirement.
4. The agent itself is turned on.
5. The conversation is not under manual control. A human reply pauses AI handling for that conversation for 15 minutes after the latest manual message.

Use Manage connected channels for the connection and assignment controls and Review agent readiness for the agent state.

Protect your account

Enter provider credentials only in the provider’s own authorization screen. Interlinked support should not ask for your provider password, verification code, or private account secret in a message.