Recently, Facebook has changed their policy regarding Facebook Messenger, causing you to change your chatbot flows in order to comply with the new regulations.
These new regulations are made to enhance the user experience of Facebook users and allows you to think twice about the user experience you are delivering.
In this post I will talk about these new changes and gives you a hands-on cheatsheet so you can comply with the new regulations!
Why is Facebook making these changes?
Facebook is making these changes because they want to improve the experience for Facebook users. Facebook says that the policies are designed to encourage businesses to:
- Respond to customers in a timely fashion when they reach out
- Share important updates that are personally relevant to their customers
The third reason, which Facebook did not mention explicitly, is that is not possible anymore to spam people through Facebook Messenger with your chatbot.
What is changing?
The new regulations change the way how you can send messages to people and relate only to promotional messages.
Promotional messages are messages that you send to your audience in order to promote your product, website, blog, etc. A great example of a promotional message is an e-mail blast.
Therefore, Facebook made two important changes: the 24-hour window and message tags.
Every time a user communicates with your chatbot, a “24-hour messaging window” will become active. Within this window, you can send every message to the user, with absolutely no constraints.
Every time the user interacts with your chatbot, the “24-hour messaging window” will start over again. So take this example:
User interacts with your chatbot. *24-hour messaging window starts*
The user does not interact for 4 hours, so there are still 20-hours left in the messaging window.
After an additional 4 hours, the user interacts again with your chatbot. *24-hour messaging window starts over*
And this will go on and on, until the user does not interact with your chatbot anymore and the 24-hour messaging window is over.
But what about messages outside the 24-hour window?
Facebook made four tags for that. The reason behind it, is that the message that you are sending need to be tagged with one of those four tags, otherwise the message will not be delivered to the user.
The four tags are:
The tag you need when you send the user reminders or updates for an event they have registered for (e.g. event updates or purchased tickets). This tag can be used for upcoming events and events in progress.
A message with this tag notifies the user of an update on a recent purchase.
Examples are the confirmation of a transaction or notification of shipment status.
A message with this tag notifies the user of a non-recurring change to their application or account.
Examples are a change in application status or notification of suspicious activity
This tag allow human agents to respond to user inquiries. Messages can be sent within 7 days after a user message.
Note: this tag is still in beta version and can only be used by beta-testers.
And now I hear you think, what about messages that don’t relate to one of those tags?
Simple: you need to pay for them.
Facebook has an option for this, called sponsored messaging. This is basically that you need to pay for a message which you send to people who interacted with your chatbot.
So, what do you need to do?
You need to go through every message in every flow you have and follow my cheatsheet:
- Can I tag it with one of the four tags (mentioned above)?
If you can answer with “Yes”, tag that message with the right tag and you are done!
If the answer is no, go to the following step…
- Can I transform it, so it fits within the 24 hour window?
If you can transform the message into a message that fits within the 24 hour window, then do it!
An example of a message that fits, is when normally you send a sequence of several messages and the time between those message is 2 days. You can set the time between those messages to 23 hours, so it fits within the 24 hour window and then you are done!
If this is not the case, go to step 3!
- Is it worth paying for?
Is the message so important to you that want to pay for it to deliver it to your audience? Then, run an ad!
If this is not the case, go to step 4…
- Get the e-mail and/or phone number and go omni-channel!
If you do not have the money to run an ad on the specific message (or it is not that important), make sure you capture the e-mail and phone number of the person within the 24-hour window. If you do this, you can use other channels to contact with the person, for example e-mail or SMS.
By the way, omni-channel is just a fancy word for contacting your audience through multiple channels 😉
With the new regulations of Facebook Messenger coming up, you need to change your chatbot flows for Facebook Messenger. If you follow my cheatsheet and go through every message, you will all be set for the changes which come into effect on March 4th, 2020.
Update: If you didn’t know yet, the policy changes come into effect on March 4th, 2020. First it was January 15th, but that is not the case anymore.
If you have any questions related to my cheatsheet or related to the compliance of your chatbot flows, leave a comment!