Send Facebook Messenger messages via Customer Journey

Send Facebook Messenger messages through Pushwoosh Customer Journey, triggered automatically when a user interacts with your connected Facebook Page.

Conseil

For a single broadcast sent right away or scheduled once, use one-time Facebook Messenger messages instead.

Prerequisites

Connect your Facebook Page in Facebook Messenger platform configuration before you build a journey. Otherwise, sending Facebook Messenger messages will not be available. Live sending also needs Meta App Review approval for your Meta App’s Messenger permissions.

Create a Facebook Messenger journey

1. Go to Campaigns → Customer Journey Builder, then click Build a journey from scratch.

2. Add a Trigger-based Entry. Choose:

   • PW_FBMessengerReceived if the journey should start when the user sends a message, or
   • PW_FBMessengerStarted if it should start when they tap a menu item, quick reply, or open a referral link (this can happen more than once per user).

   Learn more about entry triggers

3. Add a Facebook Messenger element and connect it to the entry trigger.

4. Click the Facebook Messenger element to open its settings panel.

5. Enter your Message Text.

6. Set a Message tag if you need to send outside the 24-hour window. Leave Message tag set to No tag when you are sending inside that window.

   Outside the window, Meta requires a 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.

   Choose a tag that matches the real reason for the message. Learn more about message tags

7. (Optional) To attach a voucher code, include {{voucher}} in your message text, then:

   1. Toggle Use Vouchers to ON.
   2. In Voucher Pool, select the pool with your codes. Add the pool in advance. Learn more about vouchers
   3. (Optional) In Assign Tag, apply a tag to users who receive a voucher.

8. Click Apply to save the element settings.

9. (Optional) Complete the journey with an Exit element. A step with no next step also ends that path.

10. When you’re ready, click Launch journey to activate it.

Limitations

• Plain text only, with no templates, buttons, or media attachments.
• Outside the 24-hour window opened by an inbound message, you need a message tag, or Meta rejects the send.
• You can’t confirm that one specific Messenger message in the journey was read.
• The channel only delivers once Meta has approved your Meta App’s Messenger permissions for the connected Page.