Facebook announced updates to its Messenger Platform that give developers greater flexibility in configuring their chat bots to handle updates on shipping and reservations, as well as issue resolution.
Product manager Salahuddin Choudhary announced the updates in a blog post, saying that developers can now use Messenger Platform’s generic template in those cases, as well as plain text in the case of issue resolution, beyond the current 24-hour window in the platform’s policy.
Choudhary stressed that all conversations between businesses and users must be initiated by the latter, and that the new use cases introduced Wednesday cannot be used for promotional content. He provided further details on the three new use cases:
- Shipping update: Shipping_update should be used to provide a shipping status notification for a product that’s already been purchased by the customer (examples: product shipped, in-transit, delivered, delayed). Note: This can’t be used for promotional content (examples: daily deals, coupons and discount or sale announcements).
- Reservation update: Reservation_update should be used to provide a confirmation for an existing or modified reservation booked by the customer (examples: hotel booking canceled, car rental pick-up time changed, room upgrade confirmed). Note: This can’t be used for promotional content (examples: daily deals, coupons and discount or sale announcements).
- Issue Resolution: Issue_resolution should be used to respond to an issue surfaced by the customer in the Messenger conversation. This is intended for use cases where the business requires more than 24 hours to resolve a customer service issue and needs to provide someone with a status update and/or gather additional information. Note: This can’t be used for promotional content (examples: daily deals, coupons and discount or sale announcements). Businesses can’t use the tag to proactively message customers to solicit feedback.
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