Facebook and Instagram messaging
Facebook and Instagram restrict sending messages to platform users.
You can send several types of messages. All messages are subject to a 24-hour window policy.
Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. Users have the option to block or mute a conversation with a business at any time.
Here are examples of the user actions that open the 24 hour Standard Messaging window on Messenger Platform:
- User sends a message to the Page
- User clicks a call-to-action button like Get Started within a Messenger conversation
- User clicks on a Click-to-Messenger ad and then starts a conversation with the Page
- User starts a conversation with a Page via a plugin
- User clicks on an m.me link with a ref parameter on an existing thread
- User reacts to a message
To send standard messages, use the Without tag mark.
Any messages outside the standard 24-hour window must be tagged with the appropriate tags or they will not be delivered. Such mailings cannot be promotional. Be careful with links — Facebook may mistake them for advertisements.
|CONFIRMED_EVENT_UPDATE (not available for Instagram Messaging API)||Send the user reminders or updates for an event they have registered for (e.g., RSVP'ed, purchased tickets). This tag may be used for upcoming events and events in progress.||
|POST_PURCHASE_UPDATE (not available for Instagram Messaging API)||Notify the user of an update on a recent purchase.||
|ACCOUNT_UPDATE (not available for Instagram Messaging API)||Notify the user of a non-recurring change to their application or account.||
|HUMAN_AGENT||Allows human agents to respond to user inquiries. Messages can be sent within 7 days after a user message.||
|CUSTOMER_FEEDBACK (not available for Instagram messaging API)||This tag allows you to send the Customer Feedback Template within 7 days after the user's last message.||
Tags can be added in the Broadcasting section and in the component settings in the Message tag field. The Message tag field will be displayed if the component's target platforms are set to Facebook or Instagram.
Only registered news pages can post news messages outside of the standard 24-hour window. The NON_PROMOTIONAL_SUBSCRIPTION tag is used for such messages. Newsletters must not contain advertising or marketing content.
Sponsored messages allow businesses to send promotional material outside of the standard 24-hour message window. You can set up such a messaging through the advertising account. Advertising messages in the dialogue are marked with the word "Sponsored".
Messenger platform policy violation notifications
If you violate the platform policy, the platform may take action: temporarily block the chatbot, business page or personal account. You can view the reason for the block and resolve it in Page Settings > Page Support Inbox.