Dear Client,
We are writing to provide a detailed explanation regarding a lead count discrepancy that has affected a small number of accounts, including yours.
During a recent review of our syncing infrastructure, we identified that approximately 3–5 accounts out of our 3,000+ client base were displaying inflated lead counts. Some pages that previously showed 100,000+ leads now reflect a few thousand. This reduction represents the removal of duplicate entries, not the loss of actual leads.
The issue stems from a limitation in Facebook's API. Facebook does not provide a discrete count of leads to page owners. Instead, it transmits conversation data as a continuous, unordered stream. When a page has high conversation volume with leads actively messaging back and forth, Facebook's API sends the same conversation multiple times during each sync cycle.
Our previous system saved each transmission as a new record. As a result, individual leads were stored up to 10–15 times in our database. This caused two problems: inflated lead counts in your dashboard, and the same bulk message being delivered to the same lead repeatedly. The latter increased the likelihood of spam reports, which poses a risk to your page's standing with Facebook.
We have deployed an update that enforces deduplication at the point of ingestion. Regardless of how many times Facebook transmits the same lead during a sync, our system now stores it exactly once. This ensures that each lead receives your bulk messages only once, protecting your page's reputation and improving the experience for your audience.
The lower lead count you now see reflects the true number of unique leads, not a reduction in data. Pages with high conversation volume and rapid response rates will notice the most significant adjustment, as these conditions previously generated the highest number of duplicates.
We recognise that this change results in fewer messages sent per sync, which reduces your expenditure with us. However, we believe this outcome aligns with what is best for your business: accurate data, protected page reputation, and a better experience for your leads.
No action is required on your part. The updated syncing process is already active on your account.
If you have any questions or would like to discuss this further, please do not hesitate to contact our support team.
Sincerely,
The Page Interact Team