Facebook Message Tag
Facebook Message Tag ( within Sanoflow)
Introduction
When you reply to a customer on Facebook Messenger, you have a 24-hour messaging window to respond.
After that window closes, Meta requires you to use a Message Tag to continue the conversation. In Sanoflow, we support one specific tag: Human Agent.
The Human Agent tag extends the messaging window up to 7 days after the customer’s last message, giving your team more time to handle complex inquiries or follow-ups.
Why does Meta ask for a tag?
To avoid spamming Messenger users with bot automations after the messaging window closes, Meta asks the user to use a tag when sending a message. Without a valid tag, Meta will block your message from being delivered.
Understanding the 24-Hour Rule
- When a client messages you, a 24-hour timer starts.
- Meta counts the 24-hour window from the last message the client sends.
- You can reply freely during this time without restrictions.
- Once 24 hours pass from the last message, you must apply the Human Agent tag to send any message.
Sending a Tagged Message
Here’s how to send a tagged message in Sanoflow when the 24-hour window has closed:
- Open the conversation in Sanoflow.
- Click Send Tagged Message at the bottom of the chat window.
- From the pop-up, select Human Agent.
- Type your message in the Message Text box.
- Review and click Send.
Rules and Restrictions
Meta has strict rules for how tags can be used:
- Not for promotions: You cannot use the Human Agent tag to send deals, discounts, or promotional content.
- 7-day limit: After 7 days from the customer’s last message, you can no longer reply, even with the tag.
- Risk of penalties: Misusing tags may result in temporary or permanent restrictions on your page’s messaging access.