Facebook 24 Hour Policy

What is the policy and why?

Facebook Messenger combined with Kenect messaging is a powerful tool to engage with your customers and provide another great option for business to customer communication. The Facebook 24 hour policy created and enforced by Facebook is designed to facilitate communication between businesses and customers, while also preventing spamming.

As stated by Facebook,

"People expect businesses to respond quickly, and businesses who respond to users messages faster see better business outcomes. The policies are designed to encourage businesses and developers to:

1.      Respond to customers in a timely fashion when they reach out

2.      Share important updates that are personally relevant to their customers

 How does it work?

Businesses will have up to 24 hours to respond to a user. There is essentially a timer that is started and restarted based on responses from your customer. The way the timer works is very simple. Every time the Facebook Messenger user sends you a message, the timer is restarted for another24 hours. During these 24 hours, you can message the user without limitation. After 24 hours have passed since a customer's interaction with your business, you cannot send them a message.

 What should I do?

• Make sure that you are responding to your customers as quickly as possible, especially on  weekends.
• If your customers are messaging you via Facebook Messenger on weekends or during long period of being out of the office: 

                    1) Make sure you have people who are able to respond and interact

                      2) Make your auto-responses clear that they will need to send another message to you during business hours.