Utility Messaging Templates (Facebook)

In the fast-paced world of digital communication, keeping users engaged beyond the initial interaction is crucial for businesses. With the introduction of Utility Messages, businesses can now maintain meaningful connections with their customers even after the 24-hour messaging window has closed. This guide will walk you through setting up and using these messages effectively, ensuring compliance and enhancing customer engagement.

Messenger Tags have been deprecated, which means businesses can no longer contact users beyond the 24-hour messaging window.

🔴 The Challenge:

• No compliant method to re-engage users after the 24-hour window

✅ The Solution:

• Introduction of Utility Messages

• Allows follow-ups beyond the 24-hour window

• Operates through approved message templates

Utility Messages should not be used for marketing purposes, as this could lead to a permanent ban from Meta.

Activating Utility Messages

Link Facebook Pages

Instructions:

1. Access Facebook integration

2. Connect or reconnect your Facebook page

3. Provide the necessary permissions

Necessary Permission ✅ The "Manage and Access Page Utility Messaging" permission must be activated

⚠️ If you do not enable this permission:

• Utility messages will not function

Developing Utility Message Templates

• Navigate to: Chatbot → Contents → Utility Message Templates

Template Setup You can define:

• Variables (e.g., first name)

• Button actions

• Flow mapping

Implementing Utility Messages in Flows Start Node → Send Message → Utility Template

System Behaviour Overview Within 24 Hours of User Interaction Standard messaging is permitted

When the User is Beyond 24 Hours

• Only utility messages are permitted

Important Constraints & Guidelines

Real-World Applications

• Order updates

• Support follow-ups

• Appointment reminders