We would like to inform all affected organizations of an indexing issue for Facebook content that occurred between June 14 and June 29, 2023 and impacted the Engage module of Social Media Management.

About the issue

On June 14, 2023, Facebook changed the format of one of their APIs without notice. This API is used by Engage to index Facebook public and private messages. The change went undetected by our regular alerting systems that helps us detect potential issues early on.

The change caused a small amount of Facebook content to be excluded from Engage feeds. The content appeared on Facebook natively but did not appear in Engage as new content. This affected public conversations and private conversations alike.

How we resolved it

On June 29, 2023, with the help of feedback from our users, we discovered the issue and resolved it right away.

Our solution to the issue ensures that we do not continue to exclude content that should be showing in Engage feeds. All new content should arrive in Engage feeds as usual again.

We’ve also taken measures to prevent such an issue from occurring again and we are improving our alerting systems to recognize potential issues earlier on.

Regarding the previously excluded content, we have conducted a backfill of content from the period between June 14 and June 29. This content will appear in your feeds as unread content, so you may assess if it would still require action.

We apologize for any inconvenience this issue may have caused. Should you have any questions or concerns, please don’t hesitate to contact either our Support team or your dedicated Brandwatch representative.