Considerations for Facebook Messenger in Service Cloud

General Considerations

• Third-party bots are supported with Facebook Messenger. To learn more, see Deploy Your Bot to Your Channels.
• A rep has up to 7 days to respond to an end user’s message. Businesses are encouraged to respond within 24 hours.
• To ensure that you have 7 days to respond, Salesforce Messaging uses the HUMAN_AGENT Facebook Message tag for standard Facebook Messenger channels. To learn more, refer to the Facebook documentation: Message Tags.
• The RESPONSE category type isn’t supported for a Notification component for Enhanced Facebook. If you use it, the message isn’t sent.
• Conversations don’t end after a customer sends a stop keyword. Manually end conversations with the End Chat button.
• The following limitations exist related to Facebook Messenger’s automated response features:
  • In standard Facebook Messenger channels, automated responses configured in Facebook Messenger—rather than the responses configured for your channel on the Messaging Settings page in Salesforce—aren’t visible to service reps in Salesforce. For example, if a customer sends a message to your business that causes Facebook Messenger to send an automated response, the service rep can’t see the response in the conversation transcript.
  • If a customer starts a conversation with your business by clicking an FAQ in the Facebook Messenger menu, a messaging session isn’t created in Salesforce. The customer must manually enter and send a message for the session to be created and routed, but the FAQ and automated response aren’t visible to service reps.
• If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur:
  • Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
  • The messaging inactivity timer fails for this messaging session.

High-Volume Messages

Facebook imposes a per-day rate limit of 200 times the number of people the business can message using Facebook Messenger. Facebook also has a maximum send rate of 250 requests per second.

When a Facebook page experiences a high volume of messages over a short period or is sending or receiving messages with many threads concurrently, Facebook may automatically change the page to a high-MPS (messages per second) page.

Pages that receive more than 40 MPS convert automatically to high-MPS pages and drop access to Facebook’s Page Inbox tool feature. To manually enable the Page Inbox tool, page administrators can select Retain Access to Page Inbox in the Facebook Page settings.

To avoid conversion to a high-MPS page:

• Send your messages that aren’t time sensitive consistently throughout the day
• Don’t send large volumes of messages at the same time

See Pages with High Volume Messages in the Facebook developer documentation for more details.

Enhanced Messaging for Facebook Messenger

Facebook Messenger channels come in two versions: standard (retired February 14, 2026) and enhanced. New features are available exclusively in enhanced channels.

• If you didn’t create standard Messaging channels before the Summer ’24 release, you can’t create standard Facebook Messenger channels. All Facebook Messenger channels that you create are enhanced channels.
• If you have one or more standard Facebook Messenger channels, you can convert them to enhanced channels in a simple upgrade process. Upgrading is a one-way move, so you can’t change an enhanced channel to a standard channel. If you have both standard and enhanced channels, they must be associated with different Facebook pages.
• In enhanced Facebook Messenger channels, customer messages larger than 9 KB are sent as attachments. Service reps can click an attachment in the Conversation component to view the message.
• If you turned on Messaging, and then later enabled enhanced domains, you must refresh Messaging to continue receiving messages in enhanced channels. To do this, toggle Messaging off and on again on the Messaging Settings page in Setup. Your settings and channels are preserved.

Content Sharing

You can send several types of content in Facebook Messenger channels. For a full list, see Compare Standard and Enhanced Facebook Messenger Channel Capabilities. Enhanced Facebook Messenger channels support more content types than standard Facebook Messenger channels.