Facebook Messenger Integration
Introduction
Messenger is a messaging tools that Meta provides for businesses to communicate with their customers in their Facebook pages. It is a convenient way for customers to initiate a conversation with the business while browsing the social media.
By installing the Facebook Messenger Integration with WOZTELL, you can apply chatbot to your Facebook page in order to enhance the user experience. WOZTELL can also provide analytics and record of conversation, so that businesses can perform follow-up actions accordingly.
Messaging Flow
The conversation normally starts from the end user, who approaches the business Facebook page and send the message in Messenger. Apart from this, Facebook also supports a variety of entry points to start a conversation.
After that, the business can send message in response to the end user with various message types that are exclusive to Messenger. The response from the business is only allowed to send within 24 hours since the last message from the end user.
24 hour Messaging Window
The Standard Messaging Window is the 24 hour time period in which you are allowed to send a message to a person. When a person sends your Instagram Professional account a message or starts a conversation, your app has up to 24 hours to send a message. And the messages sent within the 24 hour window may contain promotional content.
The following is the list of user actions that open the 24 hour messaging window:
- Send a message to your Facebook page
- Clicks a call-to-action button like "Get Started" within a conversation
- Click on a Click-to-Messenger ad and then sends a message to your Facebook page
- Send a message to a page via a plugin, such as the Send to Messenger or Checkbox plugin
- Click on an m.me link that takes them to an existing conversation between the person and the page
- React to a message, such as a marketing message
- Comments on a post on your Facebook page
- Publishes a visitor post on your Facebook page
Recipient IDs
Meta will assign an ID to the recipient of the message, and the IDs have the following types:
- Page-scoped ID (PSID): Unique ID assigned since the first time the user sends a message to your page.
- User Ref: ID assigned to the user who used a plugin or postback button to send a message to your page.
- Post or Comment ID: ID assigned to a user who published a post on your page or commented on a post. It is also used to send a private reply to the user.
Messaging Type
Meta supports 3 messaging types to ensure that the message being sent complies with messaging policies and the recipient's preferences:
- Response: Message sent in response to message received from a end user. The message can contain promotional and non-promotional content and must be sent during the standard messaging window.
- Updates: Message that is proactively sent and is not in response to a received message. The message can contain promotional and non-promotional content and must be sent during the 24 hour messaging window.
- Tagged Message: Message that is sent outside the 24 hour messaging window. This message must include a message tag that matches the allowed use case for the tag and contains non-promotional content.
Message Tag
A tag that enables your Page to send a message to a person outside the standard 24 hour messaging window.
Message Tags enable the business to send a message outside the standard messaging window. These messages are usually related to the updates for a particular and under certain use cases.
Message Tags cannot be used to send promotional content, including but not limited to: deals, offers, coupons, and discounts. Use of Message Tags outside the approved use cases may result in restrictions on the Facebook page's ability to send messages.
The message tag includes:
- Account Update: For the message being sent as a non-recurring update to the user's application or account.
- Confirmed Event Update: For the message being sent as a reminder fo an upcoming event or an update for an event in progress for which the customer is registered.
- Customer Feedback: For the message being sent as a Customer Feedback Survey. Customer feedback messages must be sent within 7 days of the customer's last message.
- Human Agent: Allows a human agent to respond to the person's message, for issues that cannot be resolved within the 24 hour messaging window. Messages can be sent within 7 days of the person's message.
Please refer to here for the use cases in details.
Content Type
Various content types are supported in Facebook Messenger. Please refer to message types for the details.
Limitation
- A person logged in to Facebook can not send a message to your Instagram Professional account nor can a person send a message to your Facebook business Page or Instagram Professional account Page while logged in to Instagram using the Messenger Platform.