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Facebook Message Tag

Joshua Lim Updated by Joshua Lim

Facebook Messenger typically has a timeout period that does not allow sending a message after the 24-hour messaging window. This timeout period started from the last incoming message from a Contact. However, Facebook Messenger allows sending a message beyond the timeout if the message is sent with a Message Tag.

The following are the tags available on the platform:

  • Confirmed Event Update
    Send reminders or updates for an event they have registered for (e.g., RSVP'ed, purchased tickets). This tag may be used for upcoming events and events in progress.

  • Post-Purchase Update
    Notify an update on a recent purchase (e.g. Notify customers of the shipping information after an item is shipped out).

  • Account Update
    Notify a non-recurring change to their application or account. (e.g. The account has been approved).

Extended Messaging Window with the "Human_Agent" Tag

In addition to the above tags, the "Human_Agent" tag can also extend the messaging window. This tag allows for an extended period to respond to customer inquiries, broadening the messaging window from 24 hours to 7 days. This extension is beneficial for addressing more complex or detailed customer interactions that require additional time for resolution.

On the respond.io platform, the "Human_Agent" tag is automatically applied to messages, extending the messaging window by 7 days from the last incoming message.

Message tags should not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts.

Sending Tagged Message

When the last message from a Facebook Contact is beyond 24 hours, the message composer will be replaced with a button to Send tagged message.
  1. Click Send tagged message from the messaging composer to send a message.
  2. Select an appropriate Message Tag based on your message content.
  3. Type in the message you want to send to the Contact. You can also use snippets by typing "/" in the text field.
  4. Review the details and click Send Message. The message will have a timestamp, show that a tag is used and the user who sent it.
Message Tag Metadata
Sending tagged messages outside of the approved use cases may result in restrictions on the Facebook page's ability to send messages.

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