Thanks, @SheetalK. We have a low number of conversations that we might need to circle back later (i.e. bugs that take more than a few days to fix). But with this change we're changing our process since we won't be able to reply and will also affect if we wait so long to send a survey.  ... View more

For FB Messenger conversations that are over 7 days AND our agents closed as resolved. (Resolved will trigger a csat survey to be shipped in our instance).   Will the customer see that survey or will the survey also fail? ... View more

Local time? But we're on the Internet time 😉    ... View more

Hey everyone, We recently had to re-authenticate our Facebook and Instagram personal tokens within Lithium.  For both accounts (FB and IG) we used the instructions from here: How can I force an Instagram integration to reconnect.   Re-authenticating our tokens was done on top of the new setup instructions for publishing & responding on Instagram.   Li-Support also told us we'd need to re-authenticate our personal tokens every 6-9 months. [It would be nice if Li-Support would send us a reminder;)]   Hope this helps someone else out, Louis ... View more