Send update message outside the standard message window

Message Tags

One of the important changes coming with the March 4th, 2020 Facebook Policy is about Message Tags. Instead of being allowed to choose from one of 17 supported tags when sending content outside the 24-hour window, after the 4th, you’ll be limited to three tags, plus one in beta, to choose from. These supported tags include Confirmed Event Update, Post Purchase Update, Account Update and Human-Agent (closed BETA)

As far as we're concerned, Message Tags enable sending important and personally relevant 1:1 updates to users outside the standard 24-hour window.

It's stated that message tags may not be used to send promotional content. What does this mean? It means that you won’t be able to send deals, offers, coupons, discounts, and other promotional items in the message.

Any use of message tags outside of the approved use cases may result in restrictions on the Page's ability to send messages. You can see the Messenger Platform policy for more details.

The four new types of Message Tags

While the One-time Notification allows you to send promotional messages outside of the 24-hour window, the message tag is aimed to send relevant updates to users for a set of approved use cases.

Now, let’s go over the 4 new supported Message Tags and see what they are and how they can (cannot) be used according to Facebook updates.

1. Confirmed Event Update

To send the user reminders or updates for an event they have registered for (e.g., RSVP'd, purchased tickets). This tag may be used for upcoming events and events in progress.

Here are some use cases for Event Update:

  • Reminder 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

Apart from the above use cases, you are disallowed to use this tag for:

  • 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

2. Post Purchase Update

The Post Purchase Update is aimed to notify the user of an update on a recent purchase. It can be used for:

  • 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 credit card has declined, back order items, or other order updates that require user action

and cannot be used for:

  • 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

3. Account Update

Account Update is to notify the user of a non-recurring change to their application or account. Use of this tag can be listed as below:

  • A change in application status (e.g., credit card, job)
  • Notification of suspicious activity, such as fraud alerts
  • Besides, there are some specific disallowed cases you might need to care about:
  • Promotional content, including but not limited to deals, promotions, coupons, and discounts
  • Recurring content (e.g., statement is ready, the bill is due, new job listings)
  • Prompts to any survey, poll, or reviews unrelated to a preceding interaction in Messenger

4. Human Agent (Closed BETA)

Human Agent allows you to respond to user inquiries. Messages can be sent within 7 days after a user message.

Human Agent supports for issues that cannot be resolved within the standard messaging window (e.g., business is closed for the weekend, issue requires >24 hours to resolve)

However, you'll need to remember that Automated Messages and Content that is unrelated to user inquiries will not be allowed to send in the message.

Note: The Human Agent tag is still in Closed BETA.

How to send Message Tags in BotStar Inbox

Similar to send an OTN message, here are steps to send message tags in BotStar:

Step 1: In the Botstar Inbox > open the conversation

Step 2: Go to the Message Content (the message content box will appear after 24 hours since the user’s last interaction) > Click Select a message content

Step 3: Choose the Message Tag > type a message to notify the chat users > Send.

More details about Message Tags

  1. Remember, any untagged message will not be sent beyond the 24-hour messaging window as of March 4, 2020.
  2. The message content should be corresponding to both Message Tag types you select and the approved use cases for each type. Wrong use cases of the supported tags might violate the Facebook Policy and result in restrictions in sending messages.
  3. You can send unlimited messages using message tags
  4. Outside of 24-hour window, since the chat users last interaction, all supported message tags will appear under the Message Content box
  5. You don't have to add tags for chat users to be able to use these message tags. The message tags are the same to all chat users in your Inbox.
  6. If you want to learn more about Message Tags, please visit this article for your reference

If you have any concerns, please feel free to leave a comment below or contact us through support@botstar.com. For more details on how we have helped our customers grow their business, you can view our use cases, blogs or join our BotStar community to learn and share new things 😊

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