Note: Zendesk is removing Zendesk Message for Suite customers on October 30th, 2020. For more information on the removal of Zendesk Message, see the article: Saying goodbye to Zendesk Message in the Suite
Why are my Facebook messages missing names and why am I unable to send messages?
In some cases, when using the Facebook integration with Zendesk Message, Facebook messages can't be replied to and don't include visitor names.
This happens because the password of your Facebook's account changed.
To fix this, we recommend re-authenticating your Facebook page:
Please do not remove the page as you will not be able to add new pages going forward. This is part of the Zendesk Message EOL we are moving forward with.