What you’ll need
Access to the affected pipeline trigger or Salesbot.
Access to the Facebook account used to authorize CAPI and the relevant Meta business assets and datasets.
An affected lead card to check the sending result.
Keep in mind
CAPI supports Facebook Messenger, Instagram, and WhatsApp Business sources.
WhatsApp events are sent only for leads from Click-to-WhatsApp ads.
Delivery can take up to 30 minutes, and the dataset can take up to a day to update.
The source determines the dataset. You cannot choose it manually.
Use this guide when you cannot connect Meta Conversions API (CAPI), an event does not reach Meta, or a received event does not appear in your ad results. The checks apply to both pipeline triggers and Salesbot actions unless stated otherwise.
Important: Kommo has no test mode for CAPI. Any event you send while checking the integration reaches Meta as a real event.
Find the problem you’re seeing
Start with the symptom that matches your situation:
What you see | Go to |
|---|---|
The connection fails or Meta shows an authorization error | |
The field you want is not available when mapping data | |
No event appears in Meta Events Manager | |
Meta rejects an event because purchase data is missing | Meta rejects a Purchase, Order Created, or Order Shipped event |
The event is not in the dataset you were checking | |
The event arrived, but there is no conversion in the ad results | An event appears in Events Manager but not in your ad results |
A dataset is where Meta receives and organizes your events. Ad attribution means Meta connects an event to an interaction with an ad. Receiving an event and attributing it to an ad are separate steps.
The Meta account will not connect
Why this happens: The Facebook session may no longer be valid, or Meta may return an error during authorization.
What to do:
Open the affected CAPI trigger or Salesbot action in Kommo.
Use the authorization link to authorize the connection again.
After authorization, select the Facebook Pages, Instagram accounts, or WhatsApp numbers you need.
If authorization still fails, contact Kommo support. Include the error message or report shown by Meta.
A Kommo field is missing from the mapping list
Why this happens: The field type may be unsupported, incompatible with the selected Meta parameter, or already included in a default mapping.
What to do:
Check the Kommo field’s type against the supported types below.
If its type is unsupported, store the information in a supported field, such as Text or Numeric.
If you selected a Meta parameter first, choose one compatible with the field. Alternatively, clear the Meta parameter and select the Kommo field first.
For contact phone numbers and email addresses, review the default mapping instead of adding a custom pair.
Supported field types: Text, Numeric, Select, Multiselect, Date, Birthday, Date and time, URL, Text area, Radiobutton, Short address, Multitext, and UTM.
Note: Kommo sends all contact phone numbers and email addresses with every event. The four default mapping pairs cannot be deleted, but you can change the Kommo field that supplies the data for each predefined Meta parameter.
An event does not appear in Meta Events Manager
Why this happens: The automation may not have run, the primary contact may not have an eligible messaging profile, an integration may be disconnected, or Meta may still be processing the event.
What to do:
Check your automation. For pipeline automation, confirm the trigger is active and its execution conditions match the lead. For Salesbot, confirm the bot started through its configured condition and reached the CAPI action.
Open the lead card and check the sending result in the lead feed.
Check the selected sources. Pipeline triggers have no sources selected by default. Salesbot actions have All selected by default.
Check that the lead’s primary contact has an eligible messaging profile from one of those sources. A source is the connected Facebook Page, Instagram account, or WhatsApp number.
Confirm the relevant Facebook Messenger, Instagram, or WhatsApp Business integration is still connected in Kommo.
If CAPI is no longer authorized, authorize it again in the CAPI settings.
For WhatsApp, confirm the lead came from a Click-to-WhatsApp ad. Kommo does not send events for other WhatsApp leads.
Allow up to 30 minutes for delivery and up to a day for the dataset to update, then check Meta Events Manager again.
If the lead feed shows a rejection, follow the rejected-event instructions below. If it identifies a dataset different from the one you expected, follow the dataset instructions.
Meta rejects a Purchase, Order Created, or Order Shipped event
Why this happens: Currency is missing, or a Purchase event has no purchase value.
Meta may return these codes when currency is missing:
Event | Error code for missing currency |
|---|---|
Purchase | 2804010 |
Order Created | 2804081 |
Order Shipped | 2804085 |
What to do:
Open the affected lead card.
Check the currency next to the lead’s Sale amount. If it is missing or incorrect, ask your Kommo admin to check Currency in Settings > Workspace settings > General settings. This setting applies across the workspace. See Manage workspace settings.
For Purchase, enter the final amount in Sale, which supplies the event value with the default mapping. If you changed that mapping, check the field selected for Value instead.
After correcting the data, check the lead feed for a new sending result.
If the event is still rejected or no new result appears, contact Kommo support to confirm how to resend it. Include the affected lead and error code.
Important: Do not resend an event Meta already accepted to fix missing ad attribution. Check the dataset and ad account connection instead.
An event is missing from the dataset you expected
Why this happens: You may be looking at a different dataset, Kommo may have created a new one, or the dataset may belong to another business portfolio. The Facebook account used for authorization may also lack access.
What to do:
Open the lead card and check the lead feed for the dataset that received the event.
Find that dataset in Meta Events Manager. If no dataset was linked to the source, Kommo creates one with the same name as the source.
Check that the dataset belongs to the business portfolio connected to Kommo.
Confirm the Facebook account used to authorize CAPI has access to the dataset.
If access is missing, grant it in Meta or authorize CAPI again with an account that has access.
The event’s source determines its dataset; you cannot select the destination manually. For WhatsApp, the dataset belongs to the WhatsApp Business Account (WABA) that owns the number and is separate from a website pixel.
If the primary contact has several eligible messaging profiles from selected sources, Kommo sends an event for each profile to its corresponding dataset.
An event appears in Events Manager but not in your ad results
Why this happens: Meta received the event but could not connect it to a Click-to-Message ad interaction, or the dataset is not connected to the correct ad account.
What to do:
Confirm that the lead or conversation came from a Click-to-Message ad. Kommo’s CAPI integration does not provide attribution for other ad types, such as website conversion campaigns.
Open the lead feed and identify the dataset that received the event.
In Meta Business Manager, check that this dataset is connected to the correct ad account.
If the source and dataset are correct but attribution is still missing, contact Kommo support. Ask them to check whether the identifier needed to match the event to the ad interaction is available.
Note: Facebook Messenger and Instagram events can reach Meta even when Meta cannot attribute them to an ad. Successful delivery does not guarantee ad attribution.
Before contacting Kommo support
Confirm that:
The relevant messaging integration is connected, and CAPI is authorized.
The required sources are selected.
The pipeline trigger conditions match the lead, or Salesbot started and reached the CAPI action.
Mapped fields use supported, compatible types.
Required data is present: value and currency for Purchase, and currency for Order Created and Order Shipped.
You checked the sending result and destination dataset in the lead feed.
You allowed time for delivery and dataset updates.
For the complete setup and delivery-check instructions, see Set up Meta Conversions API (CAPI).
When contacting support, include the affected lead, the pipeline trigger or Salesbot action, and any error message or code shown in Kommo or Meta.