If your social inbox isn’t pulling in engagement from Facebook or Instagram—such as comments, messages, or reactions—it’s likely due to a missing permission within your Facebook Business Integration settings.
This article will walk you through the steps to troubleshoot and resolve the issue.
Step 1: Check Facebook Page Permissions
Go to your Facebook Page (you must have Admin access).
Click the dropdown arrow in the top right.
Select Settings.
Step 2: Verify Facebook Business Integration Permissions
In the left-hand menu, click Business Integrations.
Locate our app and click View and Edit.
Ensure the setting "Manage accounts, settings, and webhooks for a Page" is toggled ON.
Click Save.
If you do not see the "webhooks" permission, follow one or both of the methods below.
Method 1: Adjust Permissions in Facebook Business Manager
Navigate to Facebook Business Manager.
Click on Business Assets, then go to Pages.
Select your Page and review the assigned permissions.
Ensure the required permissions—such as "Manage Page" and "Read Content"—are enabled.
Method 2: Reconnect Your Facebook Account with Proper Permissions
Go back to Business Integration Settings.
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Check if the toggle with "webhooks" appears.
If it does, make sure it’s enabled.
If it does not, you’ll need to relink your Facebook account to the platform.
When relinking, Facebook will prompt you to approve the necessary permissions, including webhooks access. Complete the process to restore full integration.