about 2 months ago

Feature: add Facebook Utility Messages

Facebook Utility Messages — Re-engage Users Beyond the 24-Hour Window
With the deprecation of Messenger Tags, businesses could no longer follow up with Facebook Messenger users outside the standard 24-hour messaging window. Utility Messages solve this — allowing compliant, template-based follow-ups even after the window has closed.
What's New
  • 📩 Utility Message Templates — a new template type available under Chatbot → Contents → Utility Message Templates
  • 🔁 Send messages outside the 24-hour window — reach users for transactional/utility purposes (order updates, appointment reminders, support follow-ups) after the standard window expires
  • 🔗 Flow integration — use Utility Templates directly inside flows: Start Node → Send Message → Utility Template
  • 🛠 Template configuration — predefine variables (e.g., first name), button actions (up to 3 buttons), and flow mapping
  • ✅ Replaces deprecated Messenger Tags for post-24-hour messaging scenarios
How to Enable
Step 1 — Connect your Facebook Page with the required permission:
  1. Go to Chatbot → Channels → Facebook integration
  2. Connect or reconnect your Facebook page
  3. Enable the permission: ✅ Manage and Access Page Utility Messaging
⚠️ If this permission is not granted, Utility Messages will not work.
Step 2 — Create a Utility Message Template:
  1. Go to Chatbot → Contents → Utility Message Templates
  2. Create a template with your message body, variables, and optional buttons (max 3)
  3. Submit for approval — template approval is mandatory before use
Step 3 — Use in Flows:
  • Add a Send Message step in a flow and select your approved Utility Template
Video walkthrough: youtu.be/_Zko5v-wPK4
Messaging Window Behaviour
User StatusAllowed MessagesWithin 24 hours of last interaction | Standard messages + Utility Templates
Outside 24-hour window | Utility Templates only
Key Rules & Constraints
RuleDetailTemplate Approval | Mandatory before use
Variables | Must include sample values when creating template
Buttons | Maximum 3 per template
Permission | "Manage and Access Page Utility Messaging" required
Purpose | Utility/transactional only — NOT for marketing
⚠️ Important: Utility Messages must NOT be used for marketing purposes. Misuse risks permanent ban from Meta.
Practical Use Cases
  • Order confirmations and shipping updates
  • Appointment reminders and rescheduling
  • Support ticket follow-ups
  • Account notifications and alerts
👉 Located at: Chatbot → Contents → Utility Message Templates Documentation: Utility Messaging Templates (Facebook) Video: youtu.be/_Zko5v-wPK4 Published: April 14, 2026 at 6:10 am