Simplify customer updates with utility messages on Messenger

Timely communication plays a crucial role in enhancing customer satisfaction and fostering loyalty. While customers often use chat to make purchases, book appointments, or seek support, businesses frequently struggle to send important follow-up notifications—such as order updates, appointment reminders, or account alerts. Without these timely messages, businesses risk losing customer engagement and trust.

To address this challenge, we’re introducing utility messages on Messenger - enabling businesses to effortlessly send key updates after purchases, events, or account activities using pre-approved templates from Meta. These templates not only simplify message creation but also reduce the risk of violating Messenger platform policies. Businesses can easily reuse templates from our library or build their own custom libraries. Utility messages are designed eventually to replace the current Post Purchase Update, Confirmed Event Update, and Account Update message tags on the Messenger Platform.

With utility messages businesses can:

• Pre-approve templates for compliance and efficiency: Streamline communication with easy-to-use, Meta-approved templates.
• Enhance customer experience: Deliver timely, relevant updates through customers’ preferred messaging channel.
• Versatile use cases: Support a wide range of notifications - like order status and reminders, all in one platform.

Utility messages on Messenger are available in the Messenger Platform to all developers, businesses, and users in Philippines, Thailand, USA, and Vietnam.

For more information and detailed implementation guidelines, please refer to our developer documentation.