Facebook Messenger

The Facebook Messenger element allows you to send Facebook Messenger messages to users as part of your Customer Journey.

Entry triggers

Pushwoosh logs two default events when a user interacts with your connected Facebook Page:

• PW_FBMessengerReceived: logged for every inbound message from a user.
• PW_FBMessengerStarted: logged on every menu-button click, quick-reply tap, or referral link open — not only the first one. Build entry logic around a specific action, not around “user’s first contact,” since a returning subscriber can trigger it again.

Use either event as an Entry trigger to start a journey automatically when a user messages your Page. Learn how to configure the Entry elements

Select message content

Enter plain-text content directly into the message field.

Hinweis

Facebook Messenger delivers plain text: templates, buttons, and attachments are not supported.

Use a message tag outside the 24-hour window

If a user messaged your Page, you can respond with custom content within the 24-hour window that message opens. Outside that window, Meta requires a Message tag matching one of its approved use cases:

• CONFIRMED_EVENT_UPDATE: a reminder or update about an event the recipient is scheduled to attend.
• POST_PURCHASE_UPDATE: an update related to a purchase the recipient already made.
• ACCOUNT_UPDATE: a non-recurring update about a change to the recipient’s account.
• HUMAN_AGENT: a message from a human agent responding to the recipient.

Important

Pushwoosh does not independently track whether the 24-hour window is open. If the window is closed and no message tag is set, Meta rejects the send and Pushwoosh surfaces that error back to you.

Set frequency capping

Use Frequency capping to limit how often users receive Facebook Messenger messages, preventing over-messaging and reducing churn. Choose one of the following options:

• Use Global frequency capping settings

  Apply the project-wide limits configured in your Global frequency capping settings.

  For example, if the global limit is set to 3 Facebook Messenger messages in 9 days, additional messages exceeding this limit will be skipped.

• Ignore Global frequency capping

  The user will receive this message even if they’ve exceeded the channel’s message limits. Use this option with caution to avoid over-messaging.

• Use custom frequency capping

  Set a custom message limit for this message. If the user exceeds this custom cap, the message will be skipped, and the user will proceed to the next step.

  Choose a counting mode for this custom limit: Rolling window or Calendar day.

Limitations

• Plain text only, with no templates, buttons, or media attachments.
• Meta reports reads by a watermark (timestamp), not tied to a specific message ID, so Pushwoosh can’t confirm that an individual outbound message was read.
• The channel only delivers once Meta has approved your Meta App’s Messenger permissions for the connected Page.

After configuring the Facebook Messenger element, click Save to apply your settings.