How to track Facebook Messenger conversations on the Botmaker platform?
In this article, you will learn how to track Facebook Messenger conversations that were closed after 24 hours from the user’s last message.
Estimated reading time: 05 minutes
Sending special messages (message tags) with an extended window of 7 days
Facebook Messenger allows the human agent to send a last message to the user after the conversation has been closed. The tag makes it possible to send the customer feedback template within 7 days after the last message sent by the user.
The purpose of this message is to get an update on the user’s query, request more information regarding the user’s concern, or simply confirm the closing of the conversation. You can also send the special message in the following cases:
- Surveys requesting feedback on post-purchase processes.
- Surveys requesting feedback regarding an event
- Product reviews
Special messages can be sent from the chats screen in Menu>Chats. After the chat is closed, the conversation will display the following message:
The agent can click on the chat text box to type the special message to send to the user. Only one message can be sent at a time. The tag can be used only with the customer feedback template. In case it is sent otherwise, you will receive an error notification.
Also, you should not use this special message to send promotional content. Please refer to Facebook’s documentation on Message Tags - Messenger Platform and the related article How to integrate Messenger?
Remember to visit our Help Center for further information.
Written by: Botmaker Team
Updated: 08/09/2021