Facebook Messenger Platform Send API unexpected internal error

Question

I'm working on my framework for Facebook Messenger Platform Send API and I've got this error when trying to create an Airline Itinerary Template (https://developers.facebook.com/docs/messenger-platform/send-api-reference/airline-itinerary-template):

{
 "error": {
   "message": "(#-1) Send API unexpected internal error",
   "type": "OAuthException",
   "code": -1,
   "fbtrace_id": "DBWbw/pHJGv"
 }
}

Here's the request that triggered it:

{  
   "message":{  
      "attachment":{  
         "type":"template",
         "payload":{  
            "flight_info":[  
               {  
                  "connection_id":"123",
                  "segment_id":"123",
                  "aircraft_type":"Boeing",
                  "travel_class":"business",
                  "flight_number":"123",
                  "departure_airport":{  
                     "airport_code":"CT",
                     "city":"Catania",
                     "terminal":"F",
                     "gate":"54"
                  },
                  "arrival_airport":{  
                     "airport_code":"BG",
                     "city":"Bergamo",
                     "terminal":"C",
                     "gate":"12"
                  },
                  "flight_schedule":{  
                     "boarding_time":"2016-8-25T15:8",
                     "departure_time":"2016-8-25T15:8",
                     "arrival_time":"2016-8-25T15:8"
                  }
               }
            ],
            "passenger_info":[  
               {  
                  "passenger_id":"1",
                  "ticket_number":"215",
                  "name":"Sarah Hum"
               },
               {  
                  "passenger_id":"2",
                  "name":"Jeremy Goldberg"
               }
            ],
            "passenger_segment_info":[  
               {  
                  "segment_id":"241",
                  "passenger_id":"251",
                  "seat":"14A",
                  "seat_type":"Economy",
                  "product_info":[  
                     {  
                        "title":"Cabin",
                        "value":"Coach"
                     }
                  ]
               }
            ],
            "price_info":[  
               {  
                  "title":"Cabin",
                  "amount":100.0,
                  "currency":"USD"
               },
               {  
                  "title":"Ticket",
                  "amount":200.0
               }
            ],
            "base_price":200.71,
            "tax":200.0,
            "total_price":4032.54,
            "currency":"USD",
            "pnr_number":"D0FQTK",
            "intro_message":"Here\u0027s your itinerary",
            "locale":"en_US",
            "template_type":"airline_itinerary"
         }
      }
   },
   "recipient":{  
      "id":"************"
   }
}

At this URL: https://graph.facebook.com/v2.7/me/messages?access_token=*******

I've got this problem only with this specific template. The other works just fine. Does anybody know what may be the cause of it?

Thank you.

_“unexpected internal error”_ means even the API itself isn’t sure :) File a bug report, so they can look into it: https://developers.facebook.com/bugs (Make sure to mention the fbtrace_id, that helps them find the relevant data quicker.) — CBroe, Aug 25 '16 at 14:03
Thank you, I've already done that before posting here. I thought that someone here might have any other info on this. — Aurasphere, Aug 25 '16 at 14:16
Do you mean in the post? I didn't add any comment before that one and it's not edited... — Aurasphere, Aug 25 '16 at 14:21

score 1 · Answer 1 · answered Aug 25 '16 at 18:08

I have the same problem, did you try with 2.6 API version ?

https://graph.facebook.com/v2.6/me/messages?access_token=*******

I have just try with a CURL request and it works fine with the facebook docs example

curl -X POST -H "Content-Type: application/json" -d '{
"recipient": {
    "id": "XXXX"
},
"message": {
    "attachment": {
        "type": "template",
        "payload": {
            "template_type": "airline_itinerary",
            "intro_message": "Heres your flight itinerary.",
            "locale": "en_US",
            "pnr_number": "ABCDEF",
            "passenger_info": [
            {
                "name": "Farbound Smith Jr",
                "ticket_number": "0741234567890",
                "passenger_id": "p001"
            },
            {
                "name": "Nick Jones",
                "ticket_number": "0741234567891",
                "passenger_id": "p002"
            }
        ],
            "flight_info": [
            {
                "connection_id": "c001",
                "segment_id": "s001",
                "flight_number": "KL9123",
                "aircraft_type": "Boeing 737",
                "departure_airport": {
                    "airport_code": "SFO",
                    "city": "San Francisco",
                    "terminal": "T4",
                    "gate": "G8"
                },
                "arrival_airport": {
                    "airport_code": "SLC",
                    "city": "Salt Lake City",
                    "terminal": "T4",
                    "gate": "G8"
                },
                "flight_schedule": {
                    "departure_time": "2016-01-02T19:45",
                    "arrival_time": "2016-01-02T21:20"
                },
                "travel_class": "business"
            },
            {
                "connection_id": "c002",
                "segment_id": "s002",
                "flight_number": "KL321",
                "aircraft_type": "Boeing 747-200",
                "travel_class": "business",
                "departure_airport": {
                    "airport_code": "SLC",
                    "city": "Salt Lake City",
                    "terminal": "T1",
                    "gate": "G33"
                },
                "arrival_airport": {
                    "airport_code": "AMS",
                    "city": "Amsterdam",
                    "terminal": "T1",
                    "gate": "G33"
                },
                "flight_schedule": {
                    "departure_time": "2016-01-02T22:45",
                    "arrival_time": "2016-01-03T17:20"
                }
            }
        ],
            "passenger_segment_info": [
            {
                "segment_id": "s001",
                "passenger_id": "p001",
                "seat": "12A",
                "seat_type": "Business"
            },
            {
                "segment_id": "s001",
                "passenger_id": "p002",
                "seat": "12B",
                "seat_type": "Business"
            },
            {
                "segment_id": "s002",
                "passenger_id": "p001",
                "seat": "73A",
                "seat_type": "World Business",
                "product_info": [
                    {
                        "title": "Lounge",
                        "value": "Complimentary lounge access"
                    },
                    {
                        "title": "Baggage",
                        "value": "1 extra bag 50lbs"
                    }
                ]
            },
            {
                "segment_id": "s002",
                "passenger_id": "p002",
                "seat": "73B",
                "seat_type": "World Business",
                "product_info": [
                    {
                        "title": "Lounge",
                        "value": "Complimentary lounge access"
                    },
                    {
                        "title": "Baggage",
                        "value": "1 extra bag 50lbs"
                    }
                ]
            }
        ],
            "price_info": [
            {
                "title": "Fuel surcharge",
                "amount": "1597",
                "currency": "USD"
            }
        ],
            "base_price": "12206",
            "tax": "200",
            "total_price": "14003",
            "currency": "USD"
    }
}
}
}' 'https://graph.facebook.com/v2.6/me/messages?access_token=xxxxx'

Yep, I did but it still doesn't work. Their example works for sure. There's definetly something wrong in my request (I suspect a conversion from the floating point values into an integer) but the server shouldn't crash like that... I'll test this more in detail as soon as I have some spare time. Meanwhile, the Facebook Messenger Team is checking the bug report. I'll update the post when I have more information. — Aurasphere, Aug 25 '16 at 18:21
Im having same problem so its not your fault, Im not having problems with other airlines templates. Lets wait for facebook bugs platform .... — gil13, Aug 25 '16 at 18:27

score 1 · Accepted Answer · answered Aug 26 '16 at 21:25

I see the below issues in your message json.

The segment_id in flight_info section isn't matching the one in the passenger_segment_info section
Same issue with the passenger_id field.
The boarding, arrival and departure date format is wrong. You need to prefix 0 if the month, day, hour or minute is single digit.

I tested with the above fixes and it worked fine. Here is the updated example.

{
     "attachment":{  
     "type":"template",
     "payload":{  
        "flight_info":[  
           {  
              "connection_id":"123",
              "segment_id":"241",
              "aircraft_type":"Boeing",
              "travel_class":"business",
              "flight_number":"123",
              "departure_airport":{  
                 "airport_code":"CT",
                 "city":"Catania",
                 "terminal":"F",
                 "gate":"54"
              },
              "arrival_airport":{  
                 "airport_code":"BG",
                 "city":"Bergamo",
                 "terminal":"C",
                 "gate":"12"
              },
              "flight_schedule":{  
                 "boarding_time":"2016-08-25T15:08",
                 "departure_time":"2016-08-25T15:08",
                 "arrival_time":"2016-08-25T15:08"
              }
           }
        ],
        "passenger_info":[  
           {  
              "passenger_id":"1",
              "ticket_number":"215",
              "name":"Sarah Hum"
           },
           {  
              "passenger_id":"2",
              "name":"Jeremy Goldberg"
           }
        ],
        "passenger_segment_info":[  
           {  
              "segment_id":"241",
              "passenger_id":"1",
              "seat":"14A",
              "seat_type":"Economy",
              "product_info":[  
                 {  
                    "title":"Cabin",
                    "value":"Coach"
                 }
              ]
           }
        ],
        "price_info":[  
           {  
              "title":"Cabin",
              "amount":100.0,
              "currency":"USD"
           },
           {  
              "title":"Ticket",
              "amount":200.0
           }
        ],
        "base_price":200.71,
        "tax":200.0,
        "total_price":4032.54,
        "currency":"USD",
        "pnr_number":"D0FQTK",
        "intro_message":"Here\u0027s your itinerary",
        "locale":"en_US",
        "template_type":"airline_itinerary"
     }
  }
},

I hope Facebook will someday update the documentation with the details about these constraints. Please share your bug ticket link here so that we can subscribe to it.

Now YOU should work for Facebook. Their documentation is so poor. With your fix the request works just fine. Thank you. Here's the bug ticket: https://developers.facebook.com/bugs/1067679626630796/ — Aurasphere, Aug 26 '16 at 21:55

Facebook Messenger Platform Send API unexpected internal error

2 Answers2