Utility Messaging Templates (Facebook)

https://youtu.be/_Zko5v-wPK4?si=0-j4in6Ci_OaKS5n

With the deprecation of Messenger Tags, businesses can no longer follow up with users outside the 24-hour messaging window.

🔴 Problem:

No compliant way to re-engage users after 24 hours

✅ Solution:

Introduction of Utility Messages
- Allows follow-ups outside the 24-hour window
- Works via approved message templates

Utility Messages are NOT to be used for Marketing Purpose as that will risk permanent ban from Meta.

Enabling Utility Messages

Connect Facebook Pages

Steps:

Go to Facebook integration
Connect or reconnect your Facebook page
Grant required permissions

Required Permission

✅ Manage and Access Page Utility Messaging must be enabled

⚠️ If this permission is not enabled:

Utility messages will NOT work

Creating Utility Message Templates

Go to:
Chatbot → Contents → Utility Message Templates

Template Configuration

You can predefine:

Variables (e.g., first name)
Button actions
Flow mapping

Using Utility Messages in Flows

Start Node → Send Message → Utility Template

System Behavior Summary

When User is Within 24 Hours

Normal messaging allowed

When User is Outside 24 Hours

Only utility messages allowed

Key Constraints & Rules

Rule	Description
24-Hour Window	Standard messaging limit
Template Approval	Mandatory
Variables	Must include sample values
Buttons Limit	Max 3
Permissions	Required for functionality

Practical Use Cases

Order updates
Support follow-ups
Appointment reminders