SalesIQ integration with FB Messenger issue

SalesIQ integration with FB Messenger issue

SalesIQ is not getting the information from the users of the chats from Messenger Facebook, for example the name of the user.
I have to come back to FB Messenger to get the name of the person how's writing us. Is there a confirguration problem from our side, or the integration is not able to get this info from the user?
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