RingCentral Engage Digital incident

Facebook Messenger not delivering attachments from customers (images & more) to ED

Minor Resolved View vendor source →

RingCentral Engage Digital experienced a minor incident on November 23, 2020 affecting Messenger synchronization, lasting 16h 35m. The incident has been resolved; the full update timeline is below.

Started
Nov 23, 2020, 05:27 PM UTC
Resolved
Nov 24, 2020, 10:03 AM UTC
Duration
16h 35m
Detected by Pingoru
Nov 23, 2020, 05:27 PM UTC

Affected components

Messenger synchronization

Update timeline

  1. identified Nov 23, 2020, 05:27 PM UTC

    Messenger Facebook API (webhook) is not always delivering the attachments pushed by customers whatever their type is (image or else) to Engage Digital. The effect on Engage Digital is that most attachments are silently NOT imported in Engage Digital and neither the customer nor the agent is aware of that. It's an identified bug on Facebook side https://developers.facebook.com/support/bugs/393441492018560/ that is suddenly getting a lot of traction as situation seem to be getting worse and worse (meaning less and less attachments are delivered by Facebook). As far as we can tell most pages are impacted but messages with attachments sent from Engage Digital are properly delivered to customers. We are monitoring the situation closely and trying to escalate it to Facebook so that it get resolved as far as possible.

  2. monitoring Nov 24, 2020, 09:12 AM UTC

    Facebook deployed a fix a couple hours ago, the situation seems back to normal, we are monitoring the situation.

  3. resolved Nov 24, 2020, 10:03 AM UTC

    Facebook has not closed its issue yet but announced it's resolved 10h ago. Volume of received attachments are normal. Please contact support if you still notice any issue.