Social connection check
If comments or messages aren’t arriving, open Social inbox and click Check now (or Run a connection check).
What it shows
For each connected account: how many recent posts were checked and how many new comments or messages were imported, or the exact error. Then a checklist:
| Check | If it fails |
|---|---|
| Accounts linked to this company | Pick the Page in Integrations |
| Instagram account present | Make Instagram professional, link it to the Page, reconnect |
| Subscribed to live comments & DMs | Re-pick the Page in Integrations |
| Webhook events received | Live delivery isn’t working yet; items still arrive within ~2 minutes |
| AI replies switched on | Social inbox → AI replies → switch on |
| Open conversations the AI hasn’t read | Click Let AI handle open conversations |
| Background jobs running | Contact support |
| Posts synced | Reconnect and grant access to the Page |
| Recent errors | Shown with how long ago; contact support if they repeat |
Common messages
- “Meta hasn’t given OutSurface access to this Page / Instagram account” — reconnect and tick the Page and Instagram account in Meta’s window.
- “Instagram DMs are switched off for apps” — Instagram app → Settings → Messages and story replies → Message controls → Connected tools → Allow access to messages.