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Direct Message Delay in Engage Dashboard (Doc ID 2397671.1)

Last updated on MAY 31, 2018

Applies to:

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

Symptoms

On : NA version, Engage

ACTUAL BEHAVIOR
---------------
Users reporting long delays in receiving Facebook direct messages in Engage dashboard.

EXPECTED BEHAVIOR
-----------------------
Direct messages populate in Engage shortly after received from Facebook user.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

Visit Engage > Create Column > Inbox/Archived > Facebook > Channel > All messages > Save > No direct messages available.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot respond to direct messages in timely manner.

Cause

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