To help businesses manage the larger than expected increase in messaging volume due to the COVID-19 crisis, we are temporarily extending the human agent tag response window from 7 days to 21 days. This will give more time for businesses to respond to customers whose inquiries couldn’t be handled in a timely manner. The extension is valid until July 15, 2020. Post July 15, we will re-evaluate if further extension is necessary.
Message tags enable sending important and personally relevant 1:1 updates to users outside the standard messaging window.
Businesses are encouraged to respond within 24 hours to user’s messages and Message tags enable sending important and personally relevant 1:1 updates to users outside the standard messaging window. Businesses may send promotional content using standard messaging and sponsored messages.
Message tags may not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts. Use of tags outside of the approved use cases below may result in restrictions on the Page's ability to send messages. See the Messenger Platform policy for details.
| Tag | Description | Allowed | Disallowed (non-exhaustive) |
|---|---|---|---|
| Send the user reminders or updates for an event they have registered for (e.g., RSVP'ed, purchased tickets). This tag may be used for upcoming events and events in progress. |
|
|
| Notify the user of an update on a recent purchase. |
|
|
| Notify the user of a non-recurring change to their application or account. |
|
|
(Closed BETA) | Allows human agents to respond to user inquiries. Messages can be sent within 7 days after a user message. |
|
|
To send a tagged message with the Send API, send a message as you normally would, with the tag property appended to the body of your POST request:
curl -X POST -H "Content-Type: application/json" -d '{
"recipient": {
"id": "<PSID>"
},
"message":{
...
},
"messaging_type": "MESSAGE_TAG",
"tag": "ACCOUNT_UPDATE"
}' "https://graph.facebook.com/v7.0/me/messages?access_token=<PAGE_ACCESS_TOKEN>"
For a complete list of API calls and request properties, see the Send API Reference.
On February 4th, 2020, we announced the deprecation of this API for retrieving tags. It is no longer supported on versions 6.0 and above of Graph API. On older versions, it will be available till May 4th, 2020. As we have simplified and reduced the number of our message tags, it is recommended to hard code them in your app.
In some cases you may want to provide a list of tags to your customers to choose from. To retrieve the current list of supported tags, send a GET request to the /page_message_tags endpoint of the Graph API:
curl -X GET "https://graph.facebook.com/v7.0/page_message_tags?access_token=<PAGE_ACCESS_TOKEN>"
The API will return a response in the following format:
{
"data": [
{
"tag": "POST_PURCHASE_UPDATE",
"description": "Notify the message recipient of an update on an existing transaction."
}, {
"tag": "ACCOUNT_UPDATE",
"description": "Notify the message recipient of a change to their account settings."
},
...
]
}