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Engage: Facebook Direct Messages (DMs) are not received within the platform (also replies to existing threads results in "Error, action Unsuccessful. Please try again.") (Doc ID 2254612.1)

Last updated on JULY 23, 2018

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A to N/A [Release V1]
Information in this document applies to any platform.

Symptoms

On : N/A version, Engage (New Engage and Classic Engage)

On April 10th Facebook delivered an update to their Graph API which introduced a bug that affected Direct Messages within Engage.

Two issues were introduced:

1. New Direct Messages were not captured by Engage.

2. Replying to existing DM threads displayed "Error, action Unsuccessful. Please try again." although the reply was sent and received by the recipient. Customers who continued trying to click the "send" button would continue to send the same reply over and over.


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use Engage to receive new DM threads nor reply to existing DM message threads at this time.

Cause

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