Troubleshooting
Instagram messages do not arrive
- Use Check connection on the Instagram card.
- In the Instagram app, make sure Allow access to messages is on.
- Accept the thread if it sits in the Requests folder.
- Make sure the account is connected to only one workspace.
The AI replied in English to an Arabic message
The AI follows the script of the customer's latest message. If the thread opened with an ad's prefilled English greeting, that greeting is ignored. If it still happens, send the conversation link to support.
WhatsApp refused a reply
The 24-hour window has closed. Send an approved template instead.
The AI quoted the wrong product after an ad
Generic ads do not name a product. Update the ad copy to name it, or let the AI ask the customer which item they mean.
A customer got a broadcast twice
Fixed in October 2026. If you still see it, send the campaign name to support.
Where do I find my Meta webhook verify token?
You do not need it: Loomi configures webhooks for channels connected with Facebook Login.