Facebook Messenger policy changes

Update timeline

1. identified Mar 09, 2020, 04:43 PM UTC

   Edit: Contrary to what we announced a couple hours ago. We still don't have access to reply after 24h workaround on Messenger. There may be some good news end of day US time (~ midnight CET tonight). We apologize for the previous error in communication. Once the situation is resolved we will send an outbound email. Incident : On March 4th 2020, Facebook made global changes to their Messenger platform on how enterprises can engage with their customers. Enterprises now have to respond back to their customer within 24 hours since the last message. Once the 24h time window passes enterprises cannot respond back. We are working with Facebook to find a work around to this rule and should have more updates soon. Until then, we advise our enterprise customers to do one or all of the following 1. Increase priority of FB Messenger messages so they can be prioritized appropriately for the agents. 2. Set proper expectations with your customers that messages older than 24 hour won't get a response from the enterprise. 3. Shorten the time lag for triggering surveys so they can be sent within the 24h window. Please do not hesitate to contact us for any questions

2. identified Mar 10, 2020, 12:03 PM UTC

   We are still waiting for Facebook to grant us access to exception to the policy, we will update when we have a clear timeline. Meanwhile it has been reported that using FB Messenger native interface can be a temporary solution for sending replies beyond the 24h limit.

3. resolved Mar 11, 2020, 02:04 PM UTC

   We've implemented a solution and the situation should be back to normal. The 24-hour window for agent replies has now gone up to 7 days. Please note that automated survey invitations - like all automated messages - still need to be sent within the 24-hour window for your clients to be able to receive them. To maintain your response rate, we recommend you update your survey settings to send the survey shortly after the end of the intervention (anywhere between 4 and 8 hours seems appropriate). Stay tuned - we’re about to send an email communication with more information on how to do this and further advice. If you don't receive any email from us in the coming hour, feel free to reach out to your main point of contact at RingCentral so we can send you a copy of it. We apologize for the inconvenience and appreciate your patience.