FAQs

33 articles

Handover Protocol

MobileMonkey supports handing off a conversation to another Facebook Messenger App via the Facebook Handover Protocol. Note: MobileMonkey MUST be designated as the Primary Receiver in order for this…

Updated by Dan Golder

Create a Lookalike Audience from your Messenger Contacts

This is a cool way to get new Leads using your existing chat Contact lists to power a Facebook Messenger Ad lookalike audience! In this article, we'll teach you how to use your already-qualified lead…

Updated by Dan Golder

I Cannot Login or Sign up

Pemissions are missing. When signing up MobileMonkey app requests permissions from your page, you need to make sure to grant all requested permissions. To update permissions follow the next steps: Op…

Updated by Dan Golder

I Cannot Connect the Page

Only page Admins are able to connect it to MobileMonkey. Check that you are a page Admin: Open your Facebook business page. Open Settings (top right corner). Select Page Roles. Check Existing Pages r…

Updated by Inga Supranovich

Customer Chat Isn't Showing On My Website

Script is missing on the website. To make chat widget appear on the website <script> have to be placed between <head> and </head> tags. This can be done by direct insert to source code, adding via Go…

Updated by Inga Supranovich

User roles in your MobileMonkey Company

Adding a User. There are three different types of users you can add: Live Chat Agents may only access the MobileMonkey OmniChat Inbox for specific pages (that the owner/admin assigned), are unable to…

Updated by Raquel Bartolome

FAQ: Customers.ai Send Credits

What are send credits?. Send Credits are used to track how many messages are being sent by your business(es) across all channels. Instead of having different limits for Facebook, Web Channel, and SMS…

Updated

Pricing & Plans

MobileMonkey Pricing & Plans View our Plan descriptions on the main website www.mobilemonkey.com/prices /prices To View Agency Pricing Visit: https://mobilemonkey.com/agency-prices

Updated

How to Get Approved for Facebook Subscription Messaging

Applying for Facebook Subscription Messaging. Before the end of the year Facebook Messenger marketers need to act to apply for subscription messaging. It’s an important change from the current system…

Updated

Support Options

MobileMonkey Support. We have several support options. These include: Our help docs (you are in one now!) are fully searchable and contain tutorials, FAQs and more. 🦄. Our Facebook Community Group. T…

Updated by Raquel Bartolome

Do you have an Affiliate or Reseller Program?

Do you have an Affiliate or Re-seller Program? Yes! Who is this program for? MobileMonkey’s Affiliate Partner program is for affiliate marketers, agencies and MobileMonkey power-users who want to ear…

Updated by Virginia Nussey

Can't Find my Messages / Customer Conversations not in Inbox

Bot Conversations End Up in Different Folders Based on Facebook Settings. If your bot conversations are ending up in the "Done" Folder, check out this helpful link ! The Facebook Handover Protocol is…

Updated by Raquel Bartolome

Why am I getting Product Alerts from my Facebook Page?

You might notice that you get MobileMonkey alerts on Messenger sent from your own Facebook Page. These alerts are highly tailored to your Facebook Page's product usage. We will use this channel to al…

Updated by Dan Golder

Increase in my Number of Contacts

What is the MobileMonkey contact import?. When you Connect a new Facebook Page to MobileMonkey, the users who have messaged the page in the past will be imported to MobileMonky as Contacts automatica…

Updated by Raquel Bartolome

How Does Unsubscribe Work?

What Happens When Someone Types "Unsubscribe" into My Bot? When someone types " unsubscribe " or " stop " into the bot conversation, your bot will automatically send the option to unsubscribe. The de…

Updated by Raquel Bartolome

Send Overage Automatic Upgrades

Send Overage Automatic Upgrades. Send credit overages upgrade happens when a MobileMonkey plan that includes a certain amount of send credits exceeds the limit of the plan. By default MobileMonkey au…

Updated by Raquel Bartolome

FAQs about the CCPA

Frequently Asked Questions about the California Consumer Privacy Act | Customers.ai

Updated by Virginia Nussey

I Can't Find My Old Bot or my Dialogues

I Can't Find My Old Bot or my Dialogues. If you are unable to find your dialogues, chances are you're in the wrong bot. MobileMonkey allows you to create multiple bots but you can only have one runni…

Updated

My Facebook page doesn't show up on the list of pages to connect

Sometimes some of your pages won't show up on the list if they are new pages and you haven't previously granted MobileMonkey permission to connect them. When this happens, take the following steps to…

Updated

Why Do I Have To Sign Up With Facebook?

Sign Up with Facebook is required in order to use Facebook Messaging API and Instagram Messaging API. The Facebook Messaging API enables automated messages for your Facebook Business Page. In order f…

Updated by Inga Supranovich

Why Do I Have to Sign Up for InstaChamp with My Facebook Login?

The Instagram Messaging API connects to your Instagram account through a Facebook Business Page. In order for us to automate messages on your Instagram account, you must first link it to a Facebook B…

Updated by Dan Golder

FAQ: MobileMonkey Legacy Subscriptions

What is a legacy subscription? A legacy subscription is a paid subscription that was created on or before MobileMonkey made the switch to new pricing plans on 7/11/19. Legacy subscriptions have acces…

Updated

FAQs about the CAN-SPAM Act

Frequently Asked Questions about the CAN-SPAM Act | Customers.ai

Updated by Virginia Nussey

Remove other Connected Apps on your Business Integrations

Go to your personal Facebook profile, select Settings & privacy by clicking the down caret in the header, then select Settings , then click on Security and login. You can also use this link ( make su…

Updated by Raquel Bartolome

Refreshing Your Facebook Connection

When trying to refresh your Facebook Connection you may need to go through the full permission flow again if MobileMonkey completely lost access to your page. When this happens, take the following st…

Updated

What's a Main Menu?

What's a main menu?. A main menu us a persistent menu that lives on the chat window. Adding a menu will give contacts more flexibility while chatting with your page. At any point in the conversation,…

Updated

Facebook's 24-Hour Rule

Facebook Messenger policy includes a 24-Hour Rule that states pages can only send a promotional message to users who have messaged the page in the last 24 hours. Each time the contact sends a new mes…

Updated by Inga Supranovich

FAQ: MobileMonkey Pricing Plans

What are all the available pricing options in MobileMonkey? MobileMonkey offers 3 different pricing plans: Pro, Pro Unicorn, and Team. More information on pricing plans here. For more enterprise leve…

Updated

Why can't I use SMS on a current plan?

Why can't I use SMS on a InstaChamp Platinum plan? InstaChamp Platinum plans are eligible for InstaChamp app and provide limited access to MobileMonkey app features. MobileMonkey pays a small fee for…

Updated by Dan Golder