---
title: "Test Messenger and troubleshoot missing human replies"
description: "Test incoming messages, AI replies, Business Suite sync, takeover and explicit AI resume."
language: en
canonical: https://mrailabs.com/docs/en/channels-and-launch/messenger-test-troubleshooting/
published: 2026-10-27T15:51:31.099097
last_verified: 2026-10-27T15:51:31.099097
audience: "For account admins"
prerequisite: "Requires Facebook Page admin access"
---

# Test Messenger and troubleshoot missing human replies
## How do I know the complete connection works?

Use a separate customer account allowed by the Meta app’s current access. Follow one conversation through Messenger, Mr. AI Chats and Meta Business Suite. Confirm incoming messages, AI replies and human replies separately; a valid token alone does not confirm that your conversation works.

[Open this task in Mr. AI](https://access.mrailabs.com/client/settings/connect/facebook)

![The final real-conversation test instructions](https://mrailabs.com/api/docs/assets/dashboard-images/help-20261022-messenger-test-en.png?v=c7dc10685408)

*The final real-conversation test instructions. Actual interface with synthetic examples; names, counts and prices are illustrative. Availability can vary by account. Select the image to enlarge it.*

1. Send a new customer message to the Page. Confirm it appears in Mr. AI Chats under the expected customer.
2. With AI enabled and eligible, confirm the AI reply reaches Messenger and appears in Mr. AI. Quotas, account policy and existing takeover can legitimately prevent an AI reply.
3. Send a new human reply from Meta Business Suite. Confirm that exact reply appears in the same Mr. AI conversation.
4. Check that the existing manual takeover indicator/policy pauses AI. Send another customer message and verify no automatic AI reply occurs during takeover.
5. Use the existing conversation controls to resume AI explicitly, then send another customer message. Record safe outcomes without copying customer text or credentials.

## Find the problem

### Incoming works but human replies are missing.

Review message_echoes in both App Webhooks and the Page subscription. Run step 5, enable missing required events, then send a new Business Suite reply and check it in Chats.

### Human reply appears but AI does not pause.

Review human takeover settings and the conversation state. If the pause still does not happen, contact support with the approximate time and visible status.

### Webhook verifies but nothing reaches Chats.

Check the Page subscription, Meta permissions and public access, then send a new customer message. If it still does not arrive, contact support with the setup step and approximate time, without sharing tokens.

### The AI pauses after its own reply.

Contact support with the approximate time and visible conversation status. Keep message_echoes enabled so human replies can still reach Mr. AI.

### The account used to work.

Run Check current subscription first. Renew invalid credentials or enable missing required events when prompted. Keep the intended Page and app selected.

[Open Chats](https://access.mrailabs.com/client/clients/chats)

> **About the illustrations**
> The images help you recognize each step. Mr. AI examples use demonstration data. Meta menus may differ; follow the written steps if your screen looks different.

[Verify and repair the Page subscription](https://mrailabs.com/docs/en/channels-and-launch/messenger-page-subscriptions/)

## Check the result

Record incoming, AI reply, human echo, takeover and resumption results. Diagnose the failing check instead of reconnecting everything blindly.

## Related guides

- [Choose and connect a customer channel](https://mrailabs.com/docs/en/channels-and-launch/connect-channels/): Prepare your account before connecting WhatsApp, Facebook, or website chat.
- [Mr. AI v2.7.0 — A guided connection for Facebook Messenger](https://mrailabs.com/docs/en/product-updates/release-2-7-0/): Prepare your Meta App and Page, enter the right credentials and verify Messenger events through a clear setup journey before testing a real conversation.
- [Configure Messenger webhooks and all four required fields](https://mrailabs.com/docs/en/channels-and-launch/messenger-webhook-fields/): Copy the callback values, choose Page and enable message_echoes at app level.
- [Create and prepare your Meta Messenger app](https://mrailabs.com/docs/en/channels-and-launch/prepare-meta-messenger-app/): Find the company app, Messenger setup and permissions without confusing an app with a Page.