The ViaSay platform does not allow you to pause a Messenger chatbot. To stop it temporarily, unsubscribe the application's webhook fields in the Meta dashboard: Meta will then no longer send messages to ViaSay, and the bot will no longer respond. To restart it, resubscribe to the same fields. This is immediate and no Meta review is required.
⚠️ Do not do this
Delete the Messenger channel in ViaSay : the entire configuration would be lost.
Unpublish the application (new Meta screens): Meta may require renewed data access before republishing it, which can take up to 10 days.
Click “Remove subscription” : this button clears the callback URL and verification token.
Generate a new Page token : the old tokens continue to work, so the bot does not stop.
Legacy applications only: the App Mode button (Live / Development)
Legacy applications have an App Mode button at the top of the dashboard. Switching it to Development also stops the bot, but Meta may then require renewed data access before switching back to Live, which can take up to 10 days. Reserve this option for long pauses and prefer the webhook method.
Step 1: Open the Messenger API settings
The screens differ depending on how the application was created. The same URL works in both cases:https://developers.facebook.com/apps/<APP_ID>/messenger/settings/
Case 1: legacy applications, with the App Mode button at the top of the dashboard (e.g., TGV Lyria, Aircalin). Left-hand menu: Messenger > Messenger API Settings.
Case 2: new Meta screens, “by use case” applications with a Publish page instead of the Mode button (e.g., Zénith). Left-hand menu: Use cases > Engage with customers on Messenger from Meta > Customize > Messenger API Settings.
Step 2: Stop the chatbot
Open the “1. Configure webhooks”.
Before changing anything, note the version displayed for
messagesandmessaging_postbacks(e.g., v25.0).In the Webhook Fields list, set
messagesandmessaging_postbacksto Unsubscribed.
Step 3: Restart the chatbot
Set messages and messaging_postbacks back to Subscribed, using the same version as before. The bot starts responding again immediately.
What happens while it is stopped
Users no longer receive automatic replies, but their messages still arrive in the Page's inbox, and the client's team can respond to them manually.
The application remains published. The ViaSay channel, Page token, callback URL, and Meta approval remain in place.
Things to keep in mind
This setting applies to the entire application : if it serves multiple Pages, they are all stopped.
Notify the client before stopping the bot so their team is ready to respond manually.
After each stop or restart, send a test message to the Page to verify.