Program messaging channel: Facebook Messenger

Contents

Creating a Messenger profile
Using the Messenger node in a program
Viewing usage statistics for a Messenger profile
Finding the opt-in contact data field for a Messenger profile
Deleting or disabling a Messenger profile

Summary

The Messenger node allows you to send Facebook messages from a program to your contacts.

After you've created a Messenger profile you'll be able to drag and drop a Messenger node into your programs.

Contacts are sent messages through Facebook Messenger only after they opt in by clicking the Facebook opt-in button, which you can display on a landing page or on your website. After contacts click the button, they are given a value for the FBOPTIN_XXX contact data field.

Note: You can view replies to messages only on your Facebook account.

Creating a Messenger profile

To create a Facebook Messenger profile, you need a Facebook account that has at least one page. Each profile must be linked to a unique Facebook page. 

  1. From your account settings, go to Channel management > Messenger

    Account_settings_Channel_management.png
  2. Click New profile
  3. Enter a name for your profile
  4. Click Log in to Facebook, and confirm that you're happy for Comapi to access your public Facebook profile
  5. From the 'Facebook page' dropdown, select the Facebook page that you want to send messages from

    Page roles

    To be able to send messages from the Messenger node, you need to have one of the following Facebook page roles:

    • Admin
    • Editor
    • Moderator
  6. From the 'Status' dropdown, select Enabled
  7. Click Save
  8. Copy the Facebook opt-in code and use it to display a Facebook opt-in button on a landing page or a website

Facebook_Messenger_channel_profile.png

Using the Messenger node in a program

The Messenger node sends messages to contacts who have opted in to your Messenger profile. According to Facebook's messaging policy, your page may send one of the following types of messages:

Standard messages (promotional)

These messages are the only type that may include promotional content. You may only send these messages up to 24 hours after a contact opts in or sends a message to your Messenger profile. Facebook also allows you to send one additional standard message after this 24 hour period. To send a standard message, use one of the following tags:

  • Response
  • Update

Subscription messages (non-promotional)

These messages may contain only non-promotional content. You may send these messages at any time only to contacts who have opted in to your Messenger profile. To send a subscription message, use one of the following tags:

  • Shipping_update
  • Reservation_update
  • Issue_resolution
  • Appointment_update
  • Game_event
  • Transportation_update
  • Feature_functionality_update
  • Ticket_update
  • Account_update
  • Payment_update
  • Personal_finance_update
  • Pairing_update
  • Application_update
  • Confirmed_event_reminder
  • Community_alert
  • Non_promotional_subscription (to use this tag, you must submit your page for review on Facebook, by going to Page Settings > Messenger Platform)
  • Business_productivity
  • Personal_productivity

If you send any messages that aren't in the context of the tag you select, Facebook can stop your page from sending messages. You can check for policy violations in your settings on Facebook. To see examples and allowed use cases, go to this Facebook article.

Prerequisites

Before you can use the Messenger node, you need the following:

  1. Drag and drop the Messenger node onto the canvas
  2. Click the node to configure it
  3. Click Change tag, and select a tag. By default, messages are sent with the 'Response' tag.
  4. Write a Facebook message to send. You can personalise your message with contact data field values.

    program_builder_Facebook_messenger_config.png

Viewing usage statistics for a Messenger profile

Usage statistics display reports for your Messenger profiles.

  1. From your account settings, go to Channel management > Messenger
  2. Click the name of a Messenger profile to open the Messenger channel profile page

This page displays the total number of messages that have been delivered from this profile in the last seven days. If any messages were not sent, this page displays the error and the reason for the error.

A note on usage statistics

  • Contacts who have not clicked the Facebook opt-in button are not sent a message when they reach the Messenger node of a program. Instead, those contacts are listed in the warning section of the profile's usage stats and move through the rest of the program as usual.

Viewing more details about a statistic

Click the link under 'Messages delivered in the last 7 days'. This link opens a page, which displays the following information:

  • The date the message was sent
  • The number of messages that were sent
  • The number of messages that were delivered
  • The number of contacts that were not sent a message and the reason for it

You can filter the details by warnings, messages sent, and messages delivered. You can also filter the details by date.

Facebook_Messenger_channel_profile_usage_stats.png

Viewing which contacts were sent messages, which contacts were delivered messages, and which contacts were not sent messages

Click the number under the 'Messages sent' column, the 'Messages delivered' column, or the 'Warning message' column.

Facebook_Audience_contacts.png

Finding the opt-in contact data field for a Messenger profile

A unique FBOPTIN_XXX contact data field is created for each Messenger profile. Contacts can be sent a message through Facebook Messenger only if they have a value for the FBOPTIN_XXX contact data field.

  1. From your account settings, go to Channel management > Messenger
  2. Click the name of a Messenger profile to open the Messenger channel profile page

Channel_management_FB_Messenger_profile_opt-in_code.png

Deleting or disabling a Messenger profile

Please note (before deleting or disabling a profile)

  • You can't delete or disable a profile that's in use in an active program
  • Deleting a profile deletes all usage statistics for that profile
  • Disabling a profile stops users from selecting the profile in a node until you enable the profile again

To delete a Messenger profile:

  1. From your account settings, go to Channel management > Messenger
  2. Select the checkbox next to the name of the profile you want to delete
  3. Click Delete

To disable a Messenger profile:

  1. From your account settings, go to Channel management > Messenger
  2. Click the name of the profile you want to disable
  3. Select Disabled for the 'Status' field
Please note: If you uninstall the Comapi app from your subscribed apps in Facebook, this action does not delete your Messenger profile in dotmailer.
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