Managing replies to Facebook Ads

I've got the following setup

Native/Legacy FB integration set up

Wall posts turned on

• Comments on a Post create new tickets - ON
• Include hidden posts - ON
• Include Wall posts authored by the Page - ON
• Include unpublished posts - ON
• Include private messages - YES

Messaging turned Off (including FB messenger integration)

Agent Workspace turned on

I have multiple FB pages integrated. Each of these have an Ad with a 'Send Message' button. 

The results when customers click the 'Send Message' button is inconsistent. see below

Scenario1 

Requester: Page name

 Subject: [RandomCustomerName] replied to an ad. 

Description: Customer's message and 'via Facebook Messenger' underneath the comment

Scenario 2

Requester: Customer Name

 Subject: Customer's message

Description: Customer's message and 'via Facebook Messenger' underneath the comment

Scenario 3

Requester: Page name

 Subject: [RandomCustomerName] replied to a post. View post(LinktoThePostInQuestion)

Description: [RandomCustomerName] replied to a post. View post(LinktoThePostInQuestion)

Additional Comment: Customer's message

I tried multiple variations with Messaging off/on, Agent Workspace off/on with no consistent outcomes. 

Could anyone please tell me what would cause any of these scenarios? Most important, I am trying to get Scenario 3 working consistently as it's important that agents can see (in Zendesk( what ad the customer is responding to. Thanks!