When your Facebook Lead Ads stop delivering candidates to Talkpush, or your Messenger bot goes silent, the cause is almost always one of three things: a disconnected page webhook, an ad configured to open Messenger instead of an Instant Form, or missing Meta Ad Account access that prevents automatic lead recovery. This guide walks through each scenario so you can get back to receiving leads quickly.
Why did my Lead Ads stop working?
Lead Ads stop delivering candidates to Talkpush when the connection between Meta and Talkpush breaks. The two most common causes are:
Cause | What it means |
Disconnected page webhook | Your Facebook Page is no longer subscribed to the required webhook events (leadgen, messages). This prevents Meta from sending new lead data to Talkpush. Disconnecting webhooks requires a manual action outside of Talkpush — the platform does not do this automatically. |
Expired Meta access token | The token Talkpush uses to authenticate with the Meta Graph API has expired. This stops the automatic lead recovery process from running. |
Ad configured for Messenger instead of Instant Form | If the ad's Apply button opens Messenger rather than a Lead Form (Instant Form), the lead data is never sent to Talkpush. These leads cannot be recovered. |
Why is my Messenger bot not responding?
The Messenger bot and the Lead Ads integration share the same page webhook. When the webhook is disconnected, both stop working simultaneously — the bot stops responding to candidates, and Lead Ads stop forwarding new applicants to Talkpush.
To check whether the webhook is still active, verify the subscription status in Meta Business Suite:
Go to Meta Business Suite and open Settings.
Navigate to Page Settings > Advanced Messaging.
Scroll to Webhooks and confirm that leadgen and messages are listed as subscribed events.
If either event is missing, see the next section to reconnect.
How to reconnect Facebook Page webhooks
⚠️ Reconnecting webhooks requires admin access to the Facebook Page in Meta Business Suite. This action is performed outside of Talkpush and must be done by someone with Page admin permissions on your Meta account.
To resubscribe your Facebook Page to the required webhook events:
In Meta Business Suite, go to Settings > Page Settings > Advanced Messaging.
Scroll to Webhooks.
Click Subscribe to events (or Edit if a subscription already exists).
Enable both leadgen and messages.
Save. New leads will start flowing to Talkpush immediately.
Note: Talkpush does not automatically reconnect webhooks. If this issue recurs, check whether someone with Page admin access has inadvertently removed the subscriptions in Meta Business Suite.
What to do if leads were lost or failed to sync
If leads submitted through your ads never appeared in Talkpush, you can recover them manually by exporting the lead data from Meta and uploading it directly to Talkpush. No modifications to the export file are required.
Export leads from Meta Lead Ads Manager
Go to Meta Ads Manager and open the campaign containing the affected ads.
Select the ad and click the Download Leads button.
Download the leads as a .csv file. Do not open or modify the file.
Upload the export to Talkpush
In Talkpush, go to Company Settings > Facebook Pages.
Locate the Facebook Page connected to the affected campaign.
Click Upload Lead Export and select the .csv file you downloaded from Meta.
Talkpush will process the file and create or update the candidate records.
Note: Automatic lead recovery requires Talkpush to have access to your Meta Ad Account. If that access is missing, the manual upload method above is the only way to recover leads that failed to sync. See: Why does Talkpush need Meta Ad Account access? below for more detail.
Messenger-destination ads are not supported
⚠️ Important: If an ad is configured to open Messenger instead of an Instant Form, Talkpush cannot capture those leads. They will be lost and cannot be recovered. Talkpush only supports Lead Ads using Instant Forms.
To check and fix the ad destination in Meta Ads Manager:
Open the ad in Meta Ads Manager.
Go to Ad > Destination and look at the Conversion location field.
If it is set to Messenger, edit the ad and change it to Instant Form.
Create or attach an Instant Form that collects the candidate details Talkpush needs (name, email, phone).
Save and publish the updated ad.
Note: Leads from Messenger-destination ads that were already submitted before the reconfiguration cannot be recovered — Talkpush never received that data.
Why does Talkpush need Meta Ad Account access?
Talkpush uses your Meta Ad Account access to run an automatic lead recovery process that re-fetches any leads that may have been missed by a webhook. Without this access, the recovery process cannot run for your account.
Functionality | Requires Meta Ad Account access? |
Receiving new leads in real time via webhook | No |
Manual lead recovery via CSV upload | No |
Automatic lead recovery (runs every 4 hours) | Yes — missing access disables this entirely |
To grant Talkpush access to your Meta Ad Account, follow the steps in the Meta Ads Manager article, specifically the section How to Connect your FBM with Talkpush.
Q: Leads were coming in before and suddenly stopped — what should I check first?
A: Start with the webhook subscription in Meta Business Suite. Confirm that both leadgen and messages are still listed as subscribed events for your Facebook Page. This is the most common cause of a sudden drop.
Q: Can Talkpush reconnect the webhooks automatically?
A: No. Reconnecting webhooks requires a manual action in Meta Business Suite by someone with Page admin access. Talkpush cannot initiate this on your behalf.
Q: I uploaded the lead export but some candidates are showing as duplicates — is that expected?
A: Yes. If a candidate had already been created in Talkpush through another channel (for example, via the Messenger bot), the upload will match the existing record and not create a duplicate.
Q: My ad is set to Instant Form but leads are still not arriving — what else could be wrong?
A: Confirm that the Lead Ad is correctly linked to a Talkpush campaign in the Facebook Pages settings. Also check that the Facebook Page is still connected and that the access token has not expired. If the issue persists, contact Product Support via the Intercom chat widget.
