FAQs
Bot Response Issues
Having issues getting your bot to respond how it should? Check out these helpful solutions!
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…
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…
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…
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…
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…
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…
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…
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
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…
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…
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…
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…
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…
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…
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…
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…
FAQs about the CCPA
Frequently Asked Questions about the California Consumer Privacy Act | Customers.ai
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…
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…
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…
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…
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…
FAQs about the CAN-SPAM Act
Frequently Asked Questions about the CAN-SPAM Act | Customers.ai
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…
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…
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,…
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…
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…
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…
