Why KnowStack? The Complete Workflow How Features Connect Use Case Examples Getting the Most Value
Creating Your Account First Login & Dashboard The General Flow: From Data to Knowledge Understanding Navigation
Website Crawling Email Integration Document Upload Meeting Transcripts Google Drive Import Telegram Integration Slack Integration
Generating a Knowledge Base Iterative Generation
Viewing & Navigating AI Search Editing Content Version Management Exporting Sending a Copy to Another Company Access Control
How Website Chat Works Installing the Widget Allowed Websites Widget Settings Chat Button and Attention Animation Conversations Insights: Unanswered Questions
How Messenger and Instagram Replies Work Connecting a Facebook Page Connecting Instagram The Review Queue Autopilot Reply Settings Insights The 24-Hour Window Recovered Messages Notifications Pausing and Disconnecting
Working with Leads
Inviting Team Members Roles & Permissions
Profile Settings Company Settings Notifications Telegram Notifications
Plans & Pricing AI Usage & Billing
Data Protection Account Security Secure Integrations
Integration Overview Claude Connector Webhooks for New Leads Managing Integrations
Overview Creating a Test AI Question Generation Assigning Tests The Candidate Experience AI Grading and Manager Override Analytics Releasing Results Abandonment and Retakes FAQs Troubleshooting
Tracking Activity
Getting Help Common Issues
Common Questions

Pausing and Disconnecting

You can take over one conversation, pause one Page, switch a channel off, disconnect a Page or a Facebook account, and reconnect when Facebook asks you to.

Ways to stop replies

ActionWhereDo new messages still reach KnowStack?Effect
Take over a conversation'Take over' in the conversationYesNo drafts in that conversation until you click 'Hand back to AI'.
Pause a Page'Pause this Page' in the reply settingsYesNo drafts or sends on that Page in that channel. The row shows 'Paused'.
Set the cap to 0'Daily reply cap' in the reply settingsYesNo automatic sends on that Page in that channel.
Switch replies offThe switch on the Page row (Messenger) or account row (Instagram), or 'Enabled' in the reply settingsNoThe Page stays connected, but new messages aren't received. The status shows 'Replies off'.
Disconnect a Page'Disconnect Page' in the Page's reply settingsNoRemoves the Page and its conversations from KnowStack.

When you switch replies back on, the next check for missed messages can pick up messages sent while it was off, up to 7 days back. They are handled as described in Recovered Messages.

Disconnect a Page

  1. Open 'Pages' in 'Messenger' and click the gear button on the Page's row.
  2. Click 'Disconnect Page'.
  3. Confirm. The window names the Page that will stop replying.

KnowStack stops receiving the Page's messages and deletes the Page from the company, with its settings, conversations, messages and drafts. Replies on the linked Instagram account stop too. To use the Page again, connect it again. Its history doesn't come back.

Disconnect a Facebook account

Open the account's menu in 'Pages' and choose 'Disconnect account'. The confirmation lists every Page that will stop replying. Disconnecting removes the account and all its Pages, with their data.

Reconnect a Facebook account

A Facebook connection stops working when the person who connected it changes their Facebook password, removes KnowStack from their Facebook settings, or loses their role on the Page. KnowStack marks the account 'Needs reconnecting', shows a banner with the number of Pages affected and notifies managers. Replies on those Pages can't be sent until you reconnect.

  1. Click 'Reconnect' in the banner or on the account's row.
  2. In the reconnect window, click 'Continue to Facebook'.
  3. Sign in with the same Facebook account and approve the permissions.
  4. KnowStack confirms 'Facebook account reconnected.' One reconnect restores every Page under that account.

Sign in as the same person. If Facebook signs in with a different account, KnowStack refuses the reconnect ('The sign-in completed with a different Facebook account than the one being reconnected'). Log out of Facebook or use a private window, then try again.

If the account no longer manages a Page, KnowStack shows 'No longer administered by this account:' with the Page names. Connect those Pages through an account that still manages them.

Deleting data through Facebook

Someone can remove KnowStack from their Facebook account and ask Facebook to delete the data KnowStack holds. KnowStack then deletes everything stored under that Facebook account, in every company: the connection, the Pages it connected with their settings and access tokens, and all their conversations, message texts and AI drafts. Facebook gives the person a link to a page that shows a confirmation code and the result.

If someone removes KnowStack from their Facebook settings without asking for deletion, nothing is deleted. The account is marked 'Needs reconnecting' until it is reconnected or disconnected.

Separately, KnowStack removes message text automatically after the period set in 'Keep message text for' (90 days by default).