The Access Token is the "key" that needs to interact with your social media channel (e.g. your Facebook page) via the social network interface - both to publish posts and to generate tickets.

To set this token, needs to be granted access in an authentication process - usually this happens when the channel is first added to

From time to time an Access Token can become invalid. This can have various reasons, e.g. if the password of the account has changed.

Don't worry: this is a completely normal precautionary measure of the respective social networks. will inform you by email that the token has become invalid.

Please note that cannot publish posts or receive tickets as long as the Access Token of the respective channel is invalid.

The Access Token can be easily reset:

In the settings under "General" and then under "Channels" you can find all channels of the workspace:

  • In the channel list, all channels with invalid tokens are marked with a red warning triangle:

  • If you have received an email notification about the invalid token, you can find the link directly to the settings page of this channel in this email.

  • Please note that you need to have settings permissions on to see the channel settings page. If you do not have these permissions, ask a team member with appropriate permissions for help.

  • On the channel settings page, you can easily reset the token using the "Reset Token" button.

  • Please note that you must be logged in to the corresponding social media platform with an account that has the appropriate permissions for the relevant resource (e.g. the Facebook page in question).

  • If you are shown a permission dialog of the social network, please confirm it and grant all listed permissions.

As soon as the access token is set correctly again, you can publish posts again or receive tickets for your channel in the inbox as usual.

If you have any problems resetting the token of a channel, removing and re-adding the channel will not solve the problem, but will result in a complete loss of all existing data in! Instead, contact our support team directly via chat or via by mail.

If you have any further questions, don't hesitate to contact our support team either via chat or via!

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