Facebook Messenger has changed its policy since 4th March 2020, causing you to adjust your chatbot flow to match with the new rule.
Facebook Messenger has a set of policies that govern businesses operating on the platform. The recently changed regulations aim to bring a reliable, effective connection between the author and customers.
Following the rule is crucial. It prevents your chatbots from getting banned and your page being out of the game.
In this blog, we will share the new changes and ways to ensure your chatbot stays compliant with the 2020 Messenger policy.
Note: Please note that this is BotStar’s interpretation of the Facebook Messenger policy. If you are uncertain about your specific case, you should refer to the official Messenger Platform Policy Overview
Facebook Messenger is changing its policy in an attempt to improve the user experience with the platform. With these policies, Facebook encourages you to:
24-hour window is the pillar of the new changes. Every time a user sends a message to your chatbot, a “24-hour messaging window” will be up and running. You can send everything, including promotional messages, to a user within the window. No constraints at all.
The 24-hour window refreshes each time a user sends a message to you, and the countdown starts with the last response. After 24 hours, if the user does not respond, the window cannot be restarted. It shuts.
This new regulation appears to be Facebook’s way of pushing businesses to make their chatbots more responsive. As stated in their announcement, Facebook wants businesses to respond to their users as soon as possible.
👉 But if I want to send a message after 24 hours? How about the message outside that window?
Facebook created 4 message tags to support certain cases.
This enables businesses to send important and personally relevant 1:1 update outside the Standard Message Window.
Facebook limited its message tags from 17 to only 4 types. The message sent after 24 hours needs to be tagged with one of the four tags, otherwise, it will not be sent to the users.
4 kinds of message tags are:
Messages can be sent within 7 days after a user message.
For more use cases relating to different tags and how to send Message Tags in BotStar Inbox, read our docs here.
👉 One more question. What if I want to send a message outside a standard window, and the content does not belong to any of the mentioned tags?
The answer is: You have to pay for it
Facebook has the option for it called Sponsored Message.
Sponsored Message enables businesses to send any messages, including promotional, directly to the users who have an open conversation with your page in Messenger.
This can be seen as a type of Facebook ad. You need to pay for it, and the message will be labeled “Sponsored” in the chat.
BotStar suggestion: Use chatbot to send Sponsored Messages to reach out to wider audiences, increase engagement and lower labour cost.
Another way to send messages outside the 24-hour window is through One-Time Notification message.
OTN message allows you to send a single message that does not belong to any of the 4 tags per user request outside the 24-hour window. You need to get permission from the users to send only one specific message, be it promotional or non-promotional.
When a user engages with your OTN message, the 24-hour window will reopen. Then you have again 24 hours to send promotional messages.
To know more about how to apply OTN for Facebook Messenger using BotStar chatbot, click here.
Recently changed Facebook Messenger policy attempts to avoid spams. Understanding these new rules will help you plan out a better messaging plan and make it in line with what the users want, then increase your conversion rate.
New Messenger regulations also open chances to marketers, encourage them to be more creative and flexible in writing chatbot scripts to create engaging conversations.
We hope this blog gives you more insight into the updated Messenger rules and ways to make your chatbot comply with these changes.
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