There are rules for Facebook*, which are that you can send any messages within 24 hours after the last message from the user.
After 24 hours, you can only send non-promotional messages and you have to put the appropriate tag. For clarification on which messages are promotional and which are not, please contact Facebook* technical support.
If Facebook* finds that you have violated the rules, your business page may be blocked from sending messages on behalf of your business page, according to the changes in Facebook* policy dated March 4th, 2020.
List of tags (Message Tags)
Event notification / CONFIRMED_EVENT_UPDATE
You can use the tag to inform people that they have registered for an event, remind them about an appointment, confirm an upcoming booking, notify them of schedule changes, and so on.
Post-purchase update / POST_PURCHASE_UPDATE
The tag is intended for non-promotional messages after purchase. For example, to confirm or deliver an order. Payment notifications also fall into this type.
Changing a person’s account / ACCOUNT_UPDATE
The tag notifies people of account updates: notifies about suspicious activity in the account or that the application needs additional information.
Message from the agent / HUMAN_AGENT
The tag is in beta testing and is not yet available. It allows agents to respond to user requests that take more than 24 hours to resolve. Messages with this tag can be sent within 7 days after the user has contacted the agent.
Where are the tags assigned?
The message tags are used for the Facebook* channel in all message chains: broadcasting, sequences, flows.
Tags are now assigned automatically.
- The CONFIRMED_EVENT_UPDATE tag is used for flows/broadcasting/sequences.
- The POST_PURCHASE_UPDATE tag is used to send messages to the event from the payment page.
Messages without tags
A 24-hour rule applies to a RESPONSE message without a tag. It is sent in two cases.
- For the chatbot’s keyword responses.
- For agent responses in conversations.
Is it possible to select the tag yourself?
Yes, when creating a Facebook* chain, you can choose from three possible tags.
In multi-step flows, select the tag in the flow settings.
For sequences, the tag has to be selected in the settings.
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If you have any other questions, ask them in our tech support chat or in Facebook* tech support.
Official documentation
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