1. This article explains how to migrate to a new Facebook messaging strategy with ManyChat by applying the appropriate content types (or Message tags as Facebook calls them) to the content sent to subscribers via Facebook Messenger in the form of frequently asked questions.
2. The new Facebook messaging policy took effect on March 4, 2020. If you built Flows before that date but are still using those Flows, you need to3. specify a content type or4. switch to5. typingSMS / e-mail6. to avoid disruption of bot functionality.7. Messages without a specified type will not be sent to subscribers who interacted with your bot more than 24 hours after March 4, 2020.
8. This article will be updated regularly as we receive more of your questions. For inquiries, please contact our support team.
9. Q: What is the “content type” feature? How does it relate to Facebook's messaging policy?
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10. A: The content type is a ManyChat feature that allows you to tag Messenger content with a specific category that best describes the purpose when building flows or broadcasts. Facebook refers to these categories as “Message tags” in its official documentation. If you have never heard of it, now is the time to familiarize yourself with #
11. one of Facebook's recent announcements regarding platform messaging policies. 12. Long story short: As a user of the Messenger platform, you always need to specify a tag suitable for your non-promotional messages to cover users whose last interaction with the bot was more than 24 hours ago..
13. Important!!! Opening a URL button in any shape or form does not equate to interaction in Messenger. If you have a URL button that users can click, it will not reopen their 24-hour messaging window.
14. So far, you only needed to do
15. this because ManyChat applied a special tag for all other messages. However, starting March 4, 2020, this magic tag will disappear, and everyone will be required to choose frombroadcast16. four more specific new tags:17. CONFIRMED_EVENT_UPDATE18. POST_PURCHASE_UPDATE
- CONFIRMED_EVENT_UPDATE
- POST_PURCHASE_UPDATE
- ACCOUNT_UPDATE
- HUMAN_AGENT
The content type allows you to assign one of these tags to any message sent after the 24-hour messaging window (except for “human agent,” which will be automatically applied when you send certain messages via LiveChat):
Facebook uses this “tagging strategy” to protect Messenger users from a flood of spam from irresponsible businesses. Please note that policy changes are not limited to new Message tags. Therefore, be sure to read this statement.
For any content that does not match the Facebook Message tags, we provide a type called “Other,” which can include any content, including promotional content, but will only be delivered to subscribers within the 24-hour messaging window when sent:
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Q: So far, my Messenger content for the roamer has almost no content type. What happens to messages without a content type? #
A: Before these policies take effect, all actions for these messages will remain the same. Here’s a little tip for you:
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How will ManyChat handle messages without a content type? |
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Before March 4, 2020 |
After March 4, 2020 |
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Q: After March 4, 2020, what methods does ManyChat have to protect me from sending non-compliant messages? #
A: Yes, we will block any messages without a “content” type or “Other” type (if the intended recipient has left the 24-hour messaging window), thus preventing you from violating the policy. Whether in a sequence in the flow, rules, or smart delays, we will not send it to anyone who does not meet this condition based on their messaging window.
However, if the content type you apply to messages that should be delivered outside the 24-hour messaging window does not match its purpose (for example, applying ACCOUNT_UPDATE to a message containing promotional content), we cannot assist. You are responsible for ensuring that the message tag and message content match. Messages sent outside the 24-hour messaging window (all content types different from “Other”) will be monitored by Facebook, and ifthe content is insufficient, it may lead to page bans.
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Q: In some cases, do I not need to consider the content type and just leave it as is? #
A: Yes. If you are 100% sure that you have designed the automation in such a way that subscribers cannot receive messages outside the 24-hour messaging window, then you do not need to select a “content type” at all. For example, you do not need to specify a content type for any messages linked to buttons or quick reply buttons. These elements essentially mean that the subscriber interacts with the bot, and any interaction will immediately extend the messaging window by another 24 hours.
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Question: Facebook suggests using 4 tags outside of the 24-hour window after March 4, but the automation capabilities of my bot far exceed this. #
For example: “I used to re-engage people by asking for their astrological sign to recommend mythical handbags based on that, rather than outside the 24-hour messaging window. What should I do now?”
Answer: Facebook now limits re-engagement to the 4 cases mentioned above. To maintain the same communication scenario, you should consider replacing the Messenger step with SMS or Email steps. We recommend that you start collecting contact information and opt-in permissions sooner rather than later.
In addition to tags, you can also send a message to users who explicitly choose to receive emails. TheOne-Time Notification (OTN)will allow you to send messages beyond the 24-hour use case that does not fall under the definition of the four message tags. ManyChat recently introduced a new OTN Request blocking option in Messenger Steps, allowing you to request OTN from subscribers.
7. Question: I can only see 3 Facebook tags in ManyChat's “Content Type” menu. What about the Human Agent tag? #
Answer: The Human Agent tag is currently unavailable (Facebook is currently running a closed beta). When available, we will automatically apply it as long as you send content from “Live Chat.”
8. Question: What content type should be used when creating an OTN? #
Answer: There are two separate entities: OTNR (One-Time Notification Request) and OTN (which is the notification itself). For OTNR, you need to select the content type according to the regular type of the flow that contains this block and other nodes within it. However, for the one-time notification itself, as the content type, please select the “One-Time Notification Topic” created in OTNR.
It is worth mentioning that OTN can include not only text blocks but also images, cards, galleries, audio, video, lists, and files. Please remember that there can only be one block.
I tagged my message but did not send it.
First, please ensure that the most appropriate tag has been applied to the email, as sending content with tags that do not match the email may result in your page being suspended by Facebook.
Secondly, if your message contains any promotional material, it may be blocked on Facebook's end, as Facebook strictly prohibits sending non-promotional messages outside the 24-hour window.
Additionally, please note that the “Other” tag is not one of the tags recognized by Facebook, so messages with this content type will only be sent to those users within the 24-hour messaging window. Messages for those outside this range will not be sent.
