Considerations for Facebook Messenger

General Considerations

• Third-party bots are supported with Facebook Messenger. To learn more, see Deploy Your Bot to Your Channels.
• A rep has up to 7 days to respond to an end user’s message. Businesses are encouraged to respond within 24 hours.
• The RESPONSE category type isn’t supported for a Notification component for Enhanced Facebook. If you use it, the message isn’t sent.
• Conversations don’t end after a customer sends a stop keyword. Manually end conversations with the End Chat button.
• The following limitations exist related to Facebook Messenger’s automated response features:
  • If a customer starts a conversation with your business by clicking an FAQ in the Facebook Messenger menu, a messaging session isn’t created in Salesforce. The customer must manually enter and send a message for the session to be created and routed, but the FAQ and automated response aren’t visible to service reps.
• If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur:
  • Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
  • The messaging inactivity timer fails for this messaging session.
• If you turned on Messaging, and then later enabled enhanced domains, you must refresh Messaging to continue receiving messages in enhanced channels. To do this, toggle Messaging off and on again on the Messaging Settings page in Setup. Your settings and channels are preserved.
• When a service rep sends a file attachment to an end user through an enhanced Facebook Messenger channel, the original filename isn't preserved. Facebook Messenger displays a system-generated filename instead. A changed filename doesn't indicate a delivery failure. The file is still delivered successfully. Salesforce derives the file extension from the attachment's MIME type, so supported file types retain a usable format.

High-Volume Messages

Facebook imposes a per-day rate limit of 200 times the number of people the business can message using Facebook Messenger. Facebook also has a maximum send rate of 250 requests per second.

When a Facebook page experiences a high volume of messages over a short period or is sending or receiving messages with many threads concurrently, Facebook may automatically change the page to a high-MPS (messages per second) page.

Pages that receive more than 40 MPS convert automatically to high-MPS pages and drop access to Facebook’s Page Inbox tool feature. To manually enable the Page Inbox tool, page administrators can select Retain Access to Page Inbox in the Facebook Page settings.

To avoid conversion to a high-MPS page:

• Send your messages that aren’t time sensitive consistently throughout the day
• Don’t send large volumes of messages at the same time

See Pages with High Volume Messages in the Facebook developer documentation for more details.