Not able to send images thru Facebook Chat

[T2G]

Hi 3CX Team,

We are encountering an issue where webclient users not able to send images(jpeg, png) on the facebook chat. We are getting this log from our system:

Failed to send message(s) to the provider 'facebook' from '46XXXXXXXXXXX' to '93XXXXXXXXXX'. Exception: {"error":{"message":"(#100) The media server does not allow downloading of the media due to robots.txt. If you control the server, consider allowlisting Meta's user agent for the media path.","type":"OAuthException","code":100,"error_subcode":2018388,"fbtrace_id":"AXXXXXXXXXXXXXXXX"}}

Here's the scrrenshot from the user:


You can see that there's an 'X' mark on the image.

Has anyone encountered this from their Facebook integration? Based from the log that I have shared, there's something to do with the media server and what is the Meta's user agent for the media path that you need to allow?

 

[KyriacosS_3CX]

Hello,

This is a known issue from Facebook for some time now. Most common image formats cannot be sent via any integration. Embedding images in some other document might allow you to sent it.

Best,
KS.

 

[T2G]

Hi @KyriacosS_3CX

So do you mean that this issue is on Facebook's/Meta's side? We don't have to do any adjustments on the 3CX side?

Thanks

 

[KyriacosS_3CX]

Correct, it is on Meta's side.