Human agent: This tag allows human support (manual responses versus automated messages) for inquiries that cannot be resolved within the standard messaging window.Account updates: Any messages alerting a user to a non-recurring change to an application or their account with the business would be tagged as an Account Updates message, this would also include notification of suspicious activity or fraud alerts.It can also include status changes related to the event. Event reminders: Businesses can use this tag to send reminders about an event a user has registered for, such as upcoming classes or an appointment reservation.Post-purchase updates: These messages include confirmation of a transaction, notification of an order shipment or any changes related to an order. ![]() The new Message tags apply to four specific use cases: Promotional content beyond the 24-hour window is reserved for Sponsored Messaging ( Messenger ads). ![]() Messaging offering deals, coupons, or discounts are not allowed. We have found a strong correlation between responsiveness and successful business outcomes, wrote Facebook in a best practices guide it published the week before instituting the new updates.īusiness messages sent within the 24-hour window can include promotional content, but messages utilizing the Message tags sent outside of the 24-window cannot be promotional. The new Message tag options for Messengerįacebook’s Messenger updates aim to create a better customer experience. These updates went into effect on March 4, 2020. Facebook created four new Message tags that enable Pages to to send personalized 1:1 messages beyond the 24-hour window. ![]() If a business hasn’t responded within 24 hours, Facebook will send an automated message on behalf of the Page. As part of the policy revisions, Facebook updated its standard messaging window to 24-hours, meaning companies would have to respond to customers within 24 hours of their Page receiving a message via the Messenger platform. In August 2019, Facebook announced it would be rolling out policy updates to Messenger in March 2020, giving businesses adequate time to prepare for the changes. Akvile DeFazio | | 8:30pm CDT | Paid Marketing
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