Following Facebook's official policy since March 4, 2020, if a user has not interacted with you through any Facebook or Instagram channel within 24 hours, you cannot send system messages to that user again; and if there's no interaction within 7 days, one-on-one messaging is not permitted.
This tutorial will help you understand the impact of the new policy changes and demonstrate how Super 8 addresses them.
First, let's understand the revised messaging tag mode after the 24-hour policy.
Post-24-Hour Policy Message Tag Modes: Some tags are only available on Facebook, while Instagram currently only supports standard messaging and human customer service. For more detailed explanations, refer to Facebook's official documentation.
Moving forward, "Standard Messages" will be limited to a 24-hour window. After exceeding this time limit, you can use the "Human Customer Service" tag to extend one-on-one messaging to 7 days.
For broadcast message or messages to users who haven't interacted within 7 days, you must use one of the other three tags: "Event Update," "Order Update," or "Account Update."
How can this be done through Super 8? See our message tagging mode below!
Super 8's Approach to Message Tagging:
We've added a message tag option for FB private messages in the Message Center, with "Human Customer Service" as the default tag.
Basically, within 7 days, there's no need to select a tag. If you attempt to send a private message after 7 days and see a red exclamation mark, it indicates that the 7-day limit for human customer service has been exceeded, and the message cannot be sent.
If your private message content is related to "Event Update," "Order Update," or "Account Update," you can select a new message tag via the button on the left side of the message field and resend the private message successfully.
Similarly, for mass messaging, you can also select the desired message tag for sending!
Message Center
An exclamation mark indicates a failed message delivery.
Select one of the other three message tags for resending.
Successful message delivery.
Broadcast
Select the FB/IG message tag at the bottom for mass messaging.
Important Notes
The "Human Customer Service (7 days)" tag is only available for one-on-one private messaging and is not supported for mass messaging.
When selecting the "Event Update," "Order Update," or "Account Update" tags, remember not to send marketing or promotional content. It's crucial to choose carefully to avoid causing your official page to be temporarily suspended or permanently banned by the platform.
We hope this article will help you!
If you have any related questions, feel free to ask online customer service specialists through the 「Customer Chat Plugin」 at the bottom right of the Super 8 web console.
Service hours are Monday to Friday 09:30~13:00, 14:00~18:30.
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