What is a Facebook Message Tag?
When you send messages through Chekkit’s Facebook integration, there are many great ways to use them, confirming appointments, answering customer questions, providing order updates, and more.
However, Facebook limits how long a business can reply to a customer’s message. You have 24 hours from the time a customer messages you to respond. After that, messages cannot be sent unless a special tag is used. This can make weekend or after-hours communication tricky.
To help with this, Facebook offers Message Tags, which allow you to continue conversations outside the 24-hour window, as long as the message fits one of Facebook’s approved categories.
Available Message Tags
When you try to send a message outside the 24-hour window, Chekkit will prompt you to select one of the following tags:
1. Human-Agent
Used for customer service or issue resolution that requires more than 24 hours to complete.
Examples:
- Responding to a weekend message when your business was closed
- Following up on a support issue that took additional time to resolve
Messages under this tag can be sent within 7 days of the customer’s last message.
2. Confirmed Event Update
Used to send updates or reminders about a confirmed event or appointment.
Examples:
- Reminders for upcoming classes, services, or appointments
- Notifications about event status (e.g., cancellations, time changes)
- Travel or transportation updates, such as delays or arrivals
3. Post Purchase Update
Used to update customers about an order or purchase they’ve made.
Examples:
- Order confirmations, receipts, or invoices
- Shipment tracking updates (shipped, in transit, delivered, delayed)
- Order changes requiring customer action (e.g., declined card, back order)
4. Account Update
Used to inform customers about changes to their account or application.
Examples:
- Account status updates (e.g., job application, credit approval)
- Security or fraud alerts
Important: No Promotional Content
Facebook strictly prohibits using message tags for promotional content such as deals, discounts, offers, or coupons. Violating this policy can result in restricted messaging permissions.
Using Facebook Message Tags ensures your business stays compliant while maintaining smooth communication with your customers — even beyond the standard 24-hour window.
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Hopefully, this clears things up for you, but if you have any difficulties or other questions, please get in touch with us at support@chekkit.io!