On the 27th of February, between 17:49 UTC and 21:02 UTC customers using Zendesk Message were unable to respond to certain conversations from Facebook through Message.
21:02 UTC | 13:02 PT
We’re happy to report the issue affecting customers’ ability to reply to Facebook conversations via Message has now been resolved.
19:17 UTC | 11:17 PT
Our team has identified an issue with the Message integration for Chat and is actively working on it. Please let us know if you encounter errors when replying to Facebook conversations using Message.
Root Cause Analysis
A change to the Facebook API removed the ability to reply to Facebook messages that were more than 24 hours old.
Once our developers identified the scope of the change that caused this behaviour, they modified the way Message delivers API payloads and normal functionality resumed
Our team is working to implement an API monitoring tool to flag errors like this automatically for Message.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.