Messenger Templates

Message Templates are an essential feature of the Facebook Messenger Platform, allowing businesses to send important and personalized updates to users outside the standard 24-hour messaging window. This documentation details the use of these templates in Reach Tools.

Standard Messaging Window

By default, businesses have a 24-hour window to respond to a user after their last interaction. Within this window, messages can:

  • Contain promotional content.
  • Be sent without special tags.

The Messaging Window is Activated When

  • A user sends a message.
  • A user clicks on a call-to-action button.
  • A user interacts with a Click-to-Messenger ad.
  • A user starts a conversation through plugins.
  • A user reacts to a message.

Purpose of Message Tags

Message Tags are designed to allow sending specific messages outside the 24-hour window for approved use cases. They are implemented to:

  • Maintain user engagement without generating spam.
  • Facilitate essential business communications.
  • Ensure messages are relevant and expected by the recipient.

Available Message Tags

Account Update**

Allowed Uses:

  • Notifications about status changes in applications (e.g., credit card or job application).
  • Alerts about suspicious activity (e.g., fraud).

Not Allowed Uses:

  • Promotional content (offers, promotions, coupons, discounts).
  • Recurring content (account statements, overdue bills, new job offers).
  • Survey invitations unrelated to previous Messenger interactions.
  • Not available for Instagram Messaging API.

Event Update

Allowed Uses:

  • Reminders for classes, appointments, or scheduled events.
  • Reservation or attendance confirmations.
  • Notifications about scheduled transportation or travel.

Not Allowed Uses:

  • Promotional content.
  • Messages related to non-registered events.
  • Survey invitations unrelated to previous interactions.
  • Not available for Instagram Messaging API.

Human Agent

Allowed Uses:

  • Human support for issues not resolved within the 24-hour window.

Not Allowed Uses:

  • Automated messages.
  • Content unrelated to user inquiry.

Note: Requires special permissions for Instagram Messaging API.

Order Status

Allowed Uses:

  • Transaction confirmations.
  • Shipping updates (product in transit, shipped, delivered, delayed).
  • Updates requiring user action (declined card, pending orders).

Not Allowed Uses:

  • Promotional content.
  • Cross-selling or additional product sales.
  • Survey invitations unrelated to previous interactions.
  • Not available for Instagram Messaging API.

Limitations and Restrictions

Time Restrictions

  • Standard Window: 24 hours.
  • Human Agent Tag: 7 days from the contact’s last message.
  • Other Tags: Depending on use case.

Content Restrictions

  • Promotional content is not allowed in tagged messages.
  • Messages must align with approved use cases.
  • Content must be personally relevant to the user.

Permission Requirements

  • Human Agent tag requires special permissions under review with Meta.

Best Practices

Message Selection

  • Use the appropriate tag for each message type.
  • Verify that content aligns with the tag’s purpose.
  • Ensure messages are personally relevant to the user.

User Experience

  • Keep messages relevant and anticipated.
  • Avoid abusing tagging privileges.
  • Maintain a clear communication purpose.

Starting Messenger conversation in Reach

To reopen a conversation from Reach, it must originate from an expired or ended conversation with the contact. In the conversation history header, the option to ‘Start a new conversation’ will be available.

responder

1. Select Message Category

  • Choose the category that best fits the message.
  • Indicate the reason for reopening the conversation.
responder

2. Customize the Message

  • Write the message ensuring it aligns with the selected category.
responder

Important: For the Human Agent category, the system verifies if there is a message received from the contact in the last 7 days. If this condition is not met, the use of this category will be blocked.

Starting Conversation by Contact

Currently, in Reach it is not possible to initiate a conversation for the Messenger channel from a contact due to limitations related to personal identifiers of contacts and the pages they write to. This option will be implemented after the functionality launch.

For More Details

Check Facebook’s official documentation: