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, 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 there is a change in itinerary, location, or a cancellation (such as 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).

APPOINTMENT_UPDATE

The APPOINTMENT_UPDATE tag may only be used to provide updates about an existing appointment. For example, when there is a change in time, a location update or a cancellation (such as when a spa treatment is canceled, a real estate agent needs to meet you at a new location or a dental office proposes a new appointment time). 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).

GAME_EVENT

The GAME_EVENT tag may only be used to provide an update on user progression, a global event in a game or a live sporting event. For example, when a person’s crops are ready to be collected, their building is finished, their daily tournament is about to start or their favorite soccer team is about to play. 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).

TRANSPORTATION_UPDATE

The TRANSPORTATION_UPDATE tag may only be used to confirm updates to an existing reservation. For example, when there is a change in status of any flight, train or ferry reservation (such as “ride canceled”, “trip started” or “ferry arrived”). 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).

FEATURE_FUNCTIONALITY_UPDATE

The FEATURE_FUNCTIONALITY_UPDATE tag may only be used to provide an update on new features or functionality that become available in a bot. For example, announcing the ability to talk to a live agent in a bot, or that the bot has a new skill. 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).

TICKET_UPDATE

The TICKET_UPDATE tag may only be used to provide updates pertaining to an event for which a person already has a ticket. For example, when there is a change in time, a location update or a cancellation (such as when a concert is canceled, the venue has changed or a refund opportunity is available). 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).

Using tags in Send API

Sending

Note: only generic template messages can be sent with tags other than ISSUE_RESOLUTION. 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, ISSUE_RESOLUTION, APPOINTMENT_UPDATE, GAME_EVENT, TRANSPORTATION_UPDATE, FEATURE_FUNCTIONALITY_UPDATE or TICKET_UPDATE.

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)."
    }, {
      ...
    }, {
      "tag": "TICKET_UPDATE",
      "description": "The ticket_update tag may only be used to provide updates pertaining to an event for which a person already has a ticket. For example, when there is a change in time, a location update or a cancellation (such as when a concert is canceled, the venue has changed or a refund opportunity is available). 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)."
    }
  ]
}