Facebook restricts replies to messages to a period of 24 hours after they are received. This is intended to encourage companies to reply to messages promptly. As you can imagine, this is always problematic when a message arrives at weekends or on public holidays, when there is usually no prompt customer service.
Facebook has therefore defined certain exceptions when a message can be answered more than 24 hours after it has been received. Please note: These exceptions are for a specific purpose and may not be used for any other purpose. The permitted use cases are documented below. If Facebook determines that the responses sent do not correspond to the selected response type, the response to messages for the respective Facebook page may be completely deactivated! It is therefore advisable to stick as closely as possible to the intended use.
The following options can be used for replying to messages. When using this function, the terms of use are automatically accepted.
Manual reply
Please note: This option is only available for messages that are a maximum of 7 days old. Older messages can only be replied to directly on Facebook.
This option allows a customer service employee to reply. With this option, it is possible to reply to a message up to 7 days after it has been received. Automated messages and any content that has nothing to do with the user's original request are prohibited.
Event confirmation
This option allows you to send information about an event in which the user is participating. Only messages about events that are in the future or currently in progress are permitted. Any promotional content (e.g. deals, offers, vouchers, discounts, etc.), content about other events (e.g. cross-selling, information about the tour, etc.) and messages about past events are prohibited. In addition, no calls to write reviews or to participate in surveys and polls may be sent if there has not been an explicit conversation in advance.
Order notification
This option allows you to send information about a user's current order. Only messages confirming an order (invoices or receipts), shipping status notifications and updates on changes to an order (e.g. credit card declined or when the user needs to perform an action) are allowed. Any promotional content (e.g. deals, offers, vouchers, discounts, etc.), cross-selling and up-selling of other products or services is prohibited. In addition, no calls to write reviews or to participate in surveys and polls may be sent if there has not been an explicit conversation in advance.
Account notification
This option allows you to send information about non-recurring changes to your account. Confirmations of changes to settings (e.g. credit card, job, etc.) are permitted. Any promotional content (e.g. deals, offers, vouchers, discounts, etc.), recurring account information (e.g. account overview has been created, invoice is due, new job offers, etc.) is prohibited. In addition, no calls to write reviews or participate in surveys and polls may be sent if there has not been an explicit conversation in advance.