File Sending and Receiving

1. How can I send and receive files through a social media integration in Zenvia Customer Cloud?
   A: You can send and receive files such as images, videos, audios, and documents via social media platforms like Facebook Messenger and Instagram Direct when integrated with Zenvia Customer Cloud. Make sure the file type is compatible with the platform’s limitations (e.g., maximum file size and allowed types such as .jpg, .png, .pdf).
2. What types of files can I send through Facebook Messenger and Instagram Direct?
   A: You can send common file types like images (JPEG, PNG), videos (MP4), audios (MP3, WAV), and documents (PDF, DOCX). However, each platform has its own size and file type limitations, so it is important to check the technical specifications before sending.
3. Why did the file sending fail on Facebook Messenger or Instagram?
   A: The most common reasons for file sending failure include:
   • The file exceeds the platform’s allowed size (e.g., Facebook Messenger allows files up to 25 MB).
   • The file type is not supported (e.g., uncommon formats or unsupported types).
   • Internet connection issues.
   • Privacy settings or page permissions may be restricting file sending.
4. Can I automate file sending in social media campaigns?
   A: Yes, with the integration in Zenvia Customer Cloud, you can set up chatbots to automatically send relevant files like e-books, product catalogs, or support documents based on user interactions on social media.

Troubleshooting Integration Issues

1. What should I do if the integration with a social media platform stops working?
   A: If the integration with a social media platform stops working, follow these steps:
   • Check the API connection between Zenvia Customer Cloud and the social media platform.
   • Confirm if there have been changes to page or account access permissions.
   • Check if the social platform is experiencing service interruptions or maintenance.
   • Verify your authentication credentials (access tokens, passwords) and renew them if necessary.
2. I’m not receiving social media messages in Zenvia Customer Cloud. What can I do?
   A: Possible reasons and solutions include:
   • API connection failed: Ensure the integration with the social media API is active and permissions have been granted.
   • Cache issues: Try clearing the platform's cache or reconnecting the communication channel in Zenvia Customer Cloud.
   • Volume limitations: Make sure you haven’t exceeded the maximum number of messages or connections allowed in your plan.
   • Authentication: Verify if the account’s access token is still valid and renew it if necessary.
3. How can I test the integration to ensure that messages and files are being sent correctly?
   A: You can test the integration by sending messages and files to a test user or connected page. In Zenvia Customer Cloud, access the customer service or chatbot module and send a message to verify if it arrives correctly in the social media channel. Monitor the response to ensure communication is flowing without errors.
4. My automatic messages or files are not being delivered correctly. What should I check?
   A: Some points to verify include:
   • Social platform delivery limitations: Each platform has policies and limits for automatic messages and file types.
   • Tokens and permissions: Check if the API permissions are correctly configured and if the access tokens are up-to-date.
   • Response time settings: Automatic messages may be outside the time window allowed by the platform. Verify the allowed time frames for automatic responses and adjust your chatbot or automation.
   • Campaign conditions or filters: Verify if the conditions that trigger the message are correct (e.g., segmentation, keywords).
5. The integration is not pulling all customer data (messages, files). How can I resolve this?
   A: Make sure that:
   • Data permissions are correctly configured: The social media account must have full permissions to collect and sync data.
   • The API token is up-to-date: Expired tokens can prevent full access to information.
   • There are platform limitations: Some social networks may restrict the amount or type of data available for extraction through third-party integrations.