Compliance and guidelines

It is important to remember and implement a set of measures which ensure you are remaining compliant when establishing and messaging customers over Messenger. This includes abiding by local rules and laws around customer data protection and messaging windows.

Make sure to remain compliant in order to not be blocked from using a communication channel. This may result in a permanent suspension.

Initiating communication

You can initiate two-way communication with customers only after they have established contact with your business through Messenger first.

Responding to end users

You must respond within the 24-hour window of receiving a message through Messenger, even if you are using a chatbot. You can alleviate this by using message tags, which allow you to respond later.

GDPR

EU and EEA members follow their own set of privacy rules. This has implications when using Messenger as a channel. Infobip will still process and forward all requests, but depending on the geographical location of the audience, requests will be blocked or undelivered by Meta.

• European pages
• Pages with admins in Europe
• Any chats with people in Europe

For more details please check Meta's European updates feed (opens in a new tab).