Most often, the cause of this problem is that you have another chatbot (such as Podium) connected to your page's Facebook messenger. If another app is already connected, then those chat conversations will likely be captured and transferred to that specific app rather than the Com Portal.
Unfortunately, given Facebook's restrictions, there is no way for PSAI to automatically detect whether or not you have a chatbot already installed on your page. However, you or another page admin can quickly check for competing chatbots in your Facebook Business Page settings.
Please refer to these step-by-step instructions on checking for Facebook messenger chatbots. (Link coming soon!)
If you have disabled other chatbots but are still not seeing Facebook messenger leads flow into the Com Portal, please contact us for assistance. Fill out the ticket form at this link, or start by opening the Help widget in the bottom right corner of the screen.