Message Tags

Adding a tag to a message allows you to send it outside the 24+1 window, for a limited number of use cases (shipping update, reservations, and issue resolution), per Messenger Platform policy.

Tag Description

SHIPPING_UPDATE

The SHIPPING_UPDATE tag may only be used to provide a shipping status notification for a product that has already been purchased. For example, when the product is shipped, in-transit, delivered, or delayed. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements).

RESERVATION_UPDATE

The RESERVATION_UPDATE tag may only be used to confirm updates to an existing reservation. For example, when a hotel booking is canceled, a car rental pick-up time changes, or a room upgrade is confirmed. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements).

ISSUE_RESOLUTION

The ISSUE_RESOLUTION tag may only be used to respond to a customer service issue surfaced in a Messenger conversation after a transaction has taken place. This tag is intended for use cases where the business requires more than 24 hours to resolve an issue and needs to give someone a status update and/or gather additional information. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements, nor can businesses use the tag to proactively message people to solicit feedback).

Using tags in Send API

Sending

Note: only generic template messages can be sent with SHIPPING_UPDATE and RESERVATION_UPDATE tags. ISSUE_RESOLUTION tag can be used with either generic template messages or text messages.

curl -X POST -H "Content-Type: application/json" -d '{
  "recipient": { 
    "id": "USER_ID"
  },
  "message":{
    ...
  },
  "tag": "SHIPPING_UPDATE"
}' "https://graph.facebook.com/v2.6/me/messages?access_token=PAGE_ACCESS_TOKEN"  
    

Fields

Property Name Description

tag

The tag string: SHIPPING_UPDATE, RESERVATION_UPDATE or ISSUE_RESOLUTION

Getting tags list via an API

In some cases you may want to provide a list of tags to your customers to choose from. Since the list may be changing, we created an API to fetch it dynamically along with the descriptions.

Fetching supported tag list and tag description:

 
curl -X GET "https://graph.facebook.com/v2.6/page_message_tags?access_token=PAGE_ACCESS_TOKEN"
    

Results example:

{
  "data": [
    {
      "tag": "SHIPPING_UPDATE",
      "description": "The shipping_update tag may only be used to provide a shipping status notification for a product that has already been purchased. For example, when the product is shipped, in-transit, delivered, or delayed. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements)."
    }, {
      "tag": "RESERVATION_UPDATE",
      "description": "The reservation_update tag may only be used to confirm updates to an existing reservation. For example, when a hotel booking is canceled, a car rental pick-up time changes, or a room upgrade is confirmed. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements)."
    }, {
      "tag": "ISSUE_RESOLUTION",
      "description": "The issue_resolution tag may only be used to respond to a customer service issue surfaced in a Messenger conversation after a transaction has taken place. This tag is intended for use cases where the business requires more than 24 hours to resolve an issue and needs to give someone a status update and\/or gather additional information. This tag cannot be used for use cases beyond those listed above or for promotional content (ex: daily deals, coupons and discounts, or sale announcements, nor can businesses use the tag to proactively message people to solicit feedback)."
    }
  ]
}