Facebook Messenger is changing their policy to reflect people's expectations of faster responses.
Beginning March 4, 2020, businesses will have up to 24 hours to respond to a customer on Facebook M...
Updated 5 months ago
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jbrons - you can, but you won't be able to respond when it comes out of snooze. You might want an operational change to both let the customer know you won't be able to respond after 7 days unless they message you back - or maybe you want to snooze for 6 days and then let the customer know you are still thinking of them and won't be able to respond again until they message you back.
EricFe - In the immediate future when FB enforces this rule, the way error will display after the agent attempts to send a message. The error will display in the usual place at the bottom of the response area and is self-explanatory.
In the future, we expect to make this similar to the error message we current provide for WhatsApp - WhatsApp has a 24hr period. This message is displayed proactively to the agent - they see if before they begin entering a message:
Also, it is pretty straight-forward to monitor for conversations that are approaching this 7 day threshold. You want to use the "Conversations Waiting Response" widget filtered with a SmartView for( Facebook AND Private) with the SLA threshold set at 168 hours (7 days).
Anything in the yellow/orange before the right-hand side is approaching the 7 day window. From there you can drill-down and decide what to do - response, close, etc.
Note, based on how we calculate TAR - from the *first* unanswered message, there might be some false positives (ie, conversations that you have a little more time to respond than the chart indicates). If a customer messages you one day - and you don't response - and they message you again the next day, the conversation will show up in this chart based on the first message to you (not the second).