Sometimes a message stops coming to or from the flow.
To get started, we recommend following the steps from the article: The flow doesn’t start, what to do?
If this does not help, the channel connection to the platform is probably lost.
How to check the connection to the channel
You need to go to the “People” section, find yourself there and check if messages are coming. Send yourself a message from the platform and write to your flow in the messenger. Both the messenger and the BotHelp profile should display both incoming and outgoing messages.
If there are no messages or you are not among the people at all, it means that the connection to the channel has disappeared.
In this case, it is necessary to reconnect the channel.
Go to the “Settings” section — “Channels”.
Disconnect the channel with which the problem occurred in the profile, as shown in the screenshot, and reconnect it.
(!) You don’t have to create a new channel. Enter the token for the previously created Telegram, Viber flow, or WhatsApp* number, or the same page for VKontakte, Instagram*, Facebook*.
(!) All people and chatbots for this channel will be saved in the profile, you just need to reconnect to it to restore the connection.
Step 1. Copy the token
Go to Telegram to BotFather and enter the /mybots command or select this item from the menu, then select the desired flow from the list and click the API token button.
BotFather will send a message with the token (secret key) of the flow. It is used to access the flow via the API and to connect to the BotHelp platform. Click on the token and it will be copied to the clipboard.
Step 2. Connecting to BotHelp
- Go to the profile settings.
- Click the Add New Channel button.
- Select Telegram from the list of available channels.
- Enter the token of your Telegram flow in the field.
- Click Add Channel.
The new channel will be displayed in the connected list.
Why was the connection lost?
The fact that the channel can be disconnected is affected by various events.
- When connecting a new Instagram* account, the previous account was unchecked.
- The admin changed in the profile or in the community itself. It is typical for VKontakte and all messengers.
- The password for the admin who connected the channel was changed. It is typical for all messengers.
- The name of the community or the link to the community were changed. It is typical for all messengers.
- The administrator who connected the channel was removed from the platform. It is typical for all platforms.
- The settings in the flow account were edited. It is typical for Telegram and Viber.
- The channel was connected in another service. It is typical for Telegram and Viber.
- The API access key in the community settings was deleted. It is typical for VKontakte.
- Changes to the application settings in business integrations were made: deleting and reconnecting the application even in a different profile if it is done by one admin for different communities. Typical for Facebook.
For the smooth operation of the channel, it is important to eliminate all possible causes of failures and maintain a stable connection without interference.
* Owned by Meta, an organization recognized as extremist and banned in Russia.
If you haven’t found the answer to your question, contact us in the chat in your profile or email [email protected]😃
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