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.