Facebook has come up with newly designed messenger platform policies. According to this Policy from now, Businesses will have up to 24 hours to respond to a user. Messages sent within the 24-hour window may contain promotional content.
Facebook has already explained thatThe policies are designed to encourage businesses and developers to:
- Respond to customers in a timely fashion when they reach out
- Share important updates that are personally relevant to their customer.
New platform policies:
Standard Messaging – Businesses have to respond to a user within 24 hours
Message Tags – With message tags businesses are enabled to send important and personally relevant 1:1 updates to users outside the 24-hour Standard messaging window. We provide 4 message tags to support certain use cases.
One-time Notification – businesses can send requests to a user to send one follow-up message after the ending of the 24-hour messaging window more
News messaging – The Facebook Pages that are registered with News Page Index (NPI) will be allowed to send non-promotional news messages.
Messages after 24 hour
So from these policies, it’s quite clear that to send messages after 24-hour window users have to use message tags, Facebook allows users four tags and one is in the beta phase.
- Confirmed event reminder.
- Post purchase update.
- Account update.
- Human agent. (Beta phase )
Confirmed event reminder
TAG: CONFIRMED_EVENT_UPDATE;
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.
Allowed purposes :
- The remainder of upcoming classes, appointments, or events that the user has scheduled
- Confirmation of user’s reservation or attendance to an accepted event or appointment
- Notification of user’s transportation or trip scheduled, such as arrival, cancellation, baggage delay, or other status changes
DIsallowed :
- Promotional content, including but not limited to deals, offers, coupons, and discounts
- Content related to an event the user has not signed up for (e.g., reminders to purchase event tickets, cross-sell of other events, tour schedules, etc)
- Messages related to past events
- Prompts to any survey, poll, or reviews unrelated to a preceding interaction in Messenger
Post purchase update:
TAG :POST_PURCHASE_UPDATE
Notify the user of an update on a recent purchase.
Allowed purposes :
- Confirmation of transaction, such as invoices or receipts
- Notifications of shipment status, such as product in-transit, shipped, delivered, or delayed
- Changes related to an order that the user placed, such as credit card has declined, back order items, or other order updates that require user action
DIsallowed :
- Promotional content, including but not limited to deals, promotions, coupons, and discounts
- Messages that cross-sell or upsell products or services
- Prompts to any survey, poll, or reviews unrelated to a preceding interaction in Messenger
Account update
TAG: ACCOUNT_UPDATE;
Notify the user of a non-recurring change to their application or account.
Allowed purposes :
- A change in application status (e.g., credit card, job)
- Notification of suspicious activity, such as fraud alerts
DIsallowed :
- Promotional content, including but not limited to deals, promotions, coupons, and discounts
- Recurring content (e.g., statement is ready, bill is due, new job listings)
- Prompts to any survey, poll, or reviews unrelated to a preceding interaction in Messenger
HUMAN_AGENT(beta phase – [close] )
TAG:HUMAN_AGENT;
Allows human agents to respond to user inquiries. Messages can be sent within 7 days after a user message.
Allowed purposes :
Human-agent support for issues that cannot be resolved within the standard messaging window (e.g., business is closed for the weekend, the issue requires >24 hours to resolve)
DIsallowed :
- Automated messages
- Content unrelated to a user inquiry
In summary of this, we do suggest our clients follow the newly prepared rules and regulations of Facebook. The standard massaging policy indicates you to collaborate with your customers within 24 hours and after this 24-hour window, no untagged message can be sent. But if it’s really required to run a campaign then clients can also use Our SMS campaign, email campaign features as well.