If you are using Live Assistant and claims are being captured by the Live Assistant in the Live Dashboard Window, but no comments are responding back to the customer:
A) In A GROUP?
Facebook temporarily removed the ability for us to go live or simulcast into a group. This issue affected all applications worldwide. We are expecting Facebook to resolve this issue by the first week in August'18. Sorry for the inconvenience.
A workaround is to Go Live from a Page and manually Share URL - copy Link into the Group. This way, you are Live in both places (larger audience) and the Group can see comments from the Live (as it started on the Page).
B) Running Live Assitant from a PAGE (not GROUP)
If you are running Live Assitant from a "PAGE", not a Group and Live Dashboard is capturing claims, but no comments are coming back to the customer, please follow the procedure below:
RESET INSTRUCTIONS IF YOU'RE USING A COMPUTER
1) Load Facebook in a browser
2) Top right there is a down arrow, click on it.
3) Choose Settings from the menu
4) On the far left side of the FB page, click the Business Integrations button.
5) Look for the Live Assistant icon and select the check box on the right, then hit the Remove button in the top right corner (this will not affect your Live Assistant settings). Your done in Facebook.
6) Go back to Live Assistant Dashboard page and refresh the web page, by clicking on the URL window and refreshing.
7) On the Live Dashboard screen, click on the Red FB LIve Icon. When it asks you for Comment Visibility, ensure you choose Public, otherwise just default through any other questions.
7) You should now be back up and running.
8) If your still having issues and you're not using a Chrome browser, try using the Chrome browser as well.
RESET INSTRUCTIONS IF YOU'RE USING A IPHONE & IPAD
From an iPhone or Ipad:
1) Choose the three line menu item in the bottom right corner
2) Choose Settings
3) Choose the Business Integrations button
4) Find the "Loyal Shops Live Assistant" app and click on the selection circle to the left of Loyal Shops Live Assistant name.
5) Choose the Remove button on the top right of the page. Your done with Facebook for these steps.
6) Go back to Live Assistant Dashboard page and refresh the web page, by clicking on the URL window and refreshing.
7) On the Live Dashboard screen, click on the Red FB LIve Icon. When it asks you for Comment Visibility, ensure you choose Public, otherwise just default through any other questions.
8) You should now be back up and running.
9) If your still having issues and you're not using a Chrome browser, try using the Chrome browser as well.