No Commenting Back from Live Assistant, But Live Dashboard is recording Claims


            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?

            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:

             

            COMPUTER INSTRUCTIONS

            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 Apps button.

            5) Look for the Live Assistant icon and choose the remove option to delete the Live Assistant in Facebook (this will not affect your Live Assistant settings.  

            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.  

             

            IPHONE & IPAD INSTRUCTIONS

            From an iPhone or Ipad:

            1) Choose the down arrow in the top right corner

            2) Choose Settings

            3) Choose Apps button

            4) Choose "Logged in on Facebook"

            5) Find the "Loyal Shops Live Assistant" app and touch / click it.

            6) Choose the Remove App button on the bottom of the page.

            7) Go back to Live Assistant Dashboard page and refresh the web page, by clicking on the URL window and refreshing.  

            8) 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.  

            9) You should now be back up and running.

            10) If your still having issues and you're not using a Chrome browser, try using the Chrome browser as well.  


            NOTE:  If you use Simulcast to Simulcast from your Page, into your Group, Comments will be seen both on your Page and your Group.







            Updated: 07 Jul 2018 03:46 PM
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