Starting March 4th, 2020, Facebook changes the way they deal with the 24h response window. All information about this can be found here. We highlight the most implications for Social25 customers in this article.

Current 24+1 Messaging Policy (Available until March 4th, 2020)

Currently, businesses and developers using the Send API have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. An agent or bot may then send one additional message after the 24-hour time limit has expired. This is commonly referred to as the '24 + 1 policy'.

New Standard Messaging Policy (Applies starting March 4th, 2020)

Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. The +1 message that allowed businesses to send 1 additional message after the 24 hour window will no longer be available starting March 4th, 2020.

The complete information regarding this can be found here

What can I / my organisation do?

As this has implications for you contact center using Social25, we have established a few guidelines you can follow:

• Make sure your contact center is set up in such a way that Facebook Messenger conversations are always answered within 24 hours.
• Create a flow to send out automated messages when your contact center is closed, or when you are nearing the end of the 24 hour without having sent a response
• Have a look at the new Message Tags provided by Facebook. We can consider implementing these tags upon request if they support your organisation's use case, and if we believe they will not violate Facebook T&C.
• Request access to the closed beta of the Human Agent Tag, once access has been granted for your business we can activate the chat window again after 24 hours for the revised window of 7 days.

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