RingCentral Engage Digital experienced a minor incident on March 6, 2020 affecting Messenger synchronization, lasting 3d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 06, 2020, 09:52 AM UTC
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
- investigating Mar 06, 2020, 10:00 AM UTC
We are continuing to investigate this issue.
- investigating Mar 06, 2020, 10:02 AM UTC
We are continuing to investigate this issue.
- resolved Mar 09, 2020, 10:32 AM 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 reasonable). Stay tuned - we’re about to send an email communication with more information on how to do this and further advice. We apologize for the inconvenience.