Error troubleshooting

Issues Receiving Messages

If you are experiencing any issues receiving messages from Facebook in Zaapi, you will need to check your conversation routing settings within Facebook and set the Zaapi Seller App as your main messaging provider.

To do this, login to your Facebook and switch the page that you manage. Open your page and click Settings.

Within the settings area, click the Page Setup option from the left hand side and then click View under Advanced messaging.

On this page you will see a list of connected apps. Remove any other apps that you are not currently using from Business Integrations. Then click Edit next to the Zaapi Seller App at the top.

Ensure that all of your toggles are set to ON like the below image.

Then under the App Settings section, click Configure for both Facebook and Instagram receivers, and select Zaapi Seller App from the drop down list.

When you have finished, return to the Page Setup area in Settings. Click View under Messenger conversation routing.

Then click Edit under the default routing app. Ensure that the default app is set to Zaapi Seller App, then return to the page setup area and do the same thing for Instagram Conversation Routing.

---

Issues Sending Messages

If you are experiencing an issue sending messages on Facebook, you should receive an error code as your message tries to send. You can check the table below for the list of codes and suggested actions.

Error Message	Error Code	Action
This person is currently unavailable	551	Facebook doesn't specify the exact reason for this error, but it can be one of the following: The person blocked messages from your Page (that's why you are not able to contact them via a private message) The person deactivated/deleted their account The person's account got restricted or disabled by Facebook There's a technical issue on Facebook's side
People have reported your page. You are blocked from sending messages for 24 hours.	2022	This might happen because too many people have blocked your page in a short period of time or Facebook has flagged your page for spam. You can wait 24 hours and try again.
Messaging permission check failure	10	This error might occur because you are trying to send a message outside of the standard messaging window of 24 hours that Facebook views as promotional content. Please check the content of your message and try again.
Upload attachment failure.	100	The image you have tried to upload does not meet the requirements. Check the file size limits and try again.
Your connection has been expired. Please reconnect this chat intergration to resume usage in Zaapi	-	There is an issue with your chat integration. Please go to the settings area to reconnect your page and try again.
An unexpected internal error occurred	-1	Facebook might have experienced an internal error. You can retry sending the message and contact our team if the issue persists.
Time ran out when uploading media files	-2	You may be trying to send a large file. Check your internet connection and try again.
The chat is currently controlled by Messenger while the user is in an automated question and answer flow. Please wait for the flow to finish before trying again.	10	The user is currently engaged in a question/answer flow on Meta. Please wait until the flow is finished before sending.
Length of param message[text] must be less than or equal to 2000	100	Please shorten your message.
Human agent tag is unavailable for this page/app	100	This error typically indicates a routing conflict in outbound messages due to multiple messaging apps connected to your Facebook account. To resolve this, ensure that Zaapi is set as the default routing app in your Facebook advanced messaging for conversation routing.
general.ZPCHAT0020	-	Zaapi might have experienced an internal error. You can retry sending the message and contact our team if the issue persists.

For a full list of other errors that you may receive, please check the Facebook API error documentation here.