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Supported Messages Types on Facebook

Text Messages – These include text templates & free text messages that can be sent to any recipient as a part of Facebook “session messages”. These messages will be delivered only if the recipient is falling inside a 24 hr active window.

Media Messages – These include media messages that you can send to any recipient as a part of Facebook “session messages”. These messages will be delivered only if the recipient is falling inside a 24 hr active window. Supported media messages include Images, Videos, Audio files with a maximum size of 2.5MB.

Message Tags – These include messages which belong to a valid use case and are sent using templates having mapped with message tag. These messages can get delivered irrespective of whether the recipient is falling inside/outside of a 24 hr active window.




Creating Facebook Templates

According to your use case, you can create templates and tag it to single/multiple channels such as SMS and Facebook Messenger. Once you tag a template to the Facebook Messenger channel, you will be asked to fill the channel-specific information along with the basic template information. Channel specific information will be only required while mapping template with a use-case specific Message Tag.

You can add templates without mapping them with Message Tag as well, just by tagging them with the Facebook Messenger channel where channel-specific information won’t be required and these can be only used for sending Facebook session messages i.e. in the recipients 24 hr active window.

We will be tagging your existing templates with all channels so that you need not have to perform an additional step to use them for Facebook messaging. 

In case of creating double opt-in compliance configurations for Facebook, you will first have to create a template for the consent confirmation message. You must select the primary object as ‘Consent’ with Message Tag selected as ‘Confirmed Event Update’. You can then select the created template while configuring double opt-in settings.

Notes:

1. You must select the checkbox ‘Map this template with Facebook Message Tag?’ only while mapping template with Message Tag.

2. You can refer to the ‘Understanding Facebook Messaging’ section to know more about supported tags and message contents that are allowed and not-allowed against each tag. Please note that usage of these tags outside of the approved use cases may result in restrictions on the page’s ability to send messages.




Interactive, Automated & Bulk Messaging on Facebook

1. Interactive Messaging

When a sales or marketing user is trying to send a message using Sender ID tagged to the Facebook channel, the system will check whether the recipient is falling inside or outside of Facebook’s 24 hr active window based on “When was the last incoming Facebook message received from him”:

  • Inside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is less than 24 hrs
  • Outside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is more than 24 hrs
  • If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the Facebook channel
  • If the recipient falls outside a 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also please note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with Facebook channels using Converse apps by adding templates, creating action/message flows & associating them with respective process builder triggers.

Also please note that, while creating message flows if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels, and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

  • If a user is trying to create an ‘Auto Reply’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow him to enter free text or any template tagged with the Facebook channel.
  • If users are trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow them to use only MTM templates in the message flow. They won’t be able to enter free text or select a non-registered template in the message flow.

3. Bulk Messaging

As per Facebook Messenger Platform Policy and guidelines mentioned in the further sections, sending unwanted, non-personal, or bulk messages is a violation of their Policy. Hence we recommend you to avoid sending such messages over Facebook.

Also while sending bulk messages even if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.




Facebook Tagged Sender ID’s, Templates & Messages

1. Facebook Sender ID

After completing the configuration steps, you would be able to see Facebook Sender ID added into the ‘Sender ID & Assignment’ table in Converse settings along with one new column as ‘Channel Type’ showing the channel type to which the respective Sender ID belongs. While sending messages, whenever a marketing or sales user goes into the selection of “From” number i.e. while selecting the Sender ID from the list, He will be able to understand Sender ID to channel tagging based on the text UI identifier added in front of senderID as 4M0WHS76V6GR (Facebook).

2. Facebook Templates

When sales or marketing users are trying to send a Facebook message, they will have to first select the Sender ID tagged with Facebook channel & based upon that, the system will load the list of templates having respective channel tagging available in the list of templates dropdown. Along with the list, they should be able to see one more tag on UI as “Message Tag Category” in front of the template name for all the templates which are marked as Facebook Message Tag templates. With this tag, the users would be able to identify Facebook Message Tag templates separately. 

Please note that Facebook 24 hr window condition would be applicable on top of this & according to the recipient session (inside or outside of the active window), the templates list will be displayed for selection.

3. Facebook Outgoing & Incoming Messages

When marketing or sales users send an outgoing message using the Sender ID tagged to Facebook channel or receives an incoming message on the Sender ID tagged to the Facebook channel, they will be able to see a Facebook channel icon tagged with both the messages in the conversation view at the Converse desk. Also, we have introduced one more column in SMS History as ‘Channel Type’ displaying the communication channel using which they will be able to identify the Facebook outgoing & incoming messages in SMS History.

In the case of the package upgrade scenario, you would see the ‘SMS’ channel icon tagged for all existing messages in the Converse desk but the channel type field value for all existing messages in SMS History will remain blank.




Compliance with Facebook Messaging

Businesses capturing the recipient’s explicit Messenger opt-ins as per the Facebook Messenger Platform Policy guidelines can use our out of box compliance configuration feature to set up and enforce compliance checks for Facebook Messenger outbound messages.

Please click here to know detailed information on setting up Multichannel Compliance.

Notes:

1. Consent capturing and enforcing the compliance check for Facebook messaging is applicable on top of 24 hr session window handling done at the recipient level.

2. The system will apply a compliance check for all the Facebook messages sent from UI as well as non UI sources using templates having ‘Message Tag’ mapping.

3. The system will not apply compliance checks for free-flowing text messages as well as messages sent using templates not having ‘Message Tag’ mapping. It will be handled by the 24 hr session window check at the recipient level as already explained in the sections above.

4. Consent mode selection (‘Consent Required’ Or ‘Consent Not Required’ Or ‘Consent Not Applicable’) made across Interactive, Bulk, and Automated messaging sources is applicable only for channel SMS. Compliance enforcement for the Facebook channel will only check the ‘Consent Status’ against the recipient for all the Facebook messages sent from UI as well as non UI sources using templates having ‘Message Tag’ associated.

5. Auto append of configured opt-out instruction text will only work for Facebook free-flowing text messages as well as messages sent using templates not having ‘Message Tag’ mapping. It won’t be auto appended for the Facebook messages sent using templates having ‘Message Tag’ associated.