Meta opt-in messages

Meta's 24-hour conversation window only allows businesses to message customers within 24 hours of their last message. This prevents spamming but also limits ongoing communication.

Opt-in messages solve this problem. Businesses can collect customer consent to receive future marketing messages when signing up for things like newsletters.

Once a customer opts in, the business can send them relevant broadcasts about new products, deals, etc. on an ongoing basis, bypassing the 24-hour limit.

Meta's opt-in messages offer a valuable tool for engaging with customers, but they come with a set of limitations to ensure respectful and effective communication.

These limitations include:

Messaging windows:

• Opt-in requests can only be sent during the standard 24-hour messaging window.

Frequency and duplication:

• You can send multiple opt-in requests, but they need to have different titles. Each title can only be sent once every week.
• Sending duplicate requests that have the exact same title is not allowed. This can get your Facebook account blocked due to Meta's policy violation.

Functionality and visibility:

• Opting in to marketing messages doesn't open a regular messaging window. A 24-hour regular messaging window opens only when a client messages the business. Opt-in requests can be made during this 24-hour window, but the window duration won’t extend. After 24 hours, you can't send standard messages, only broadcasts on the opted-in topic.
• You will get a system notification on whether a lead has opted in, but you will not be notified of any pending opt-in request.

User actions and engagement:

• If a recipient opts out of your broadcast message, your notifications will no longer be delivered to them, and you will receive an error.
• Customers can block, mute, or report your messages, so it's crucial to keep your communications relevant and respectful.

Before you can set up opt-in messages, you need to complete two things:

1. Install the Facebook integration in your Kommo account.
2. Connect your Facebook business page to the integration.

Once you have this done:

1. 1. Navigate to the Communication tools > Salesbots > Create or import a new bot or Select an existing bot.

1. In the Salesbot visual builder, click Add next step > Subscribe (Meta) > Connect your Facebook account

1. Once your Facebook account is connected, make sure to fill in the Tag and Title fields. The tag (1) is what we call a “Lead tag” in the CRM. It helps you identify and interact with leads who’ve opted in, but clients won’t be able to see these tags.

The title (2) is what we call “Subscription topics” in the CRM. It’s an opt-in request title you create and they can be up to 65 characters long. It goes hand-in-hand with a tag, if you delete a tag in the CRM, any associated titles in the Salesbot will also be removed.

You can’t change the description (3) or button (4) text since Facebook sets those. But you can still choose the 5 button options provided by Facebook, which are:

1. Allow messages
2. Get messages
3. Get updates
4. Opt in to messages
5. Sign up for messages

You can also attach images to your opt-in messages. If you have multiple Facebook business accounts linked, you can choose which Facebook business account you want to send the opt-in request from using the picker (5) or leave it to send opt-ins through all business pages.

1. For customers who don't respond to your opt-in request, click No answer under the message >Add next step to set up the follow-up.

You can pause outreach for a set time. After pausing, you can re-send the request or customize it using Salesbot's standard steps

1. After you’ve added all the steps, click on the Save & Continue button. Here’s how your setup should look once it's ready to save:

1. In the execution conditions window, set triggers for opt-in requests. Click Done to start Salesbot. The bot will send opt-in messages based on conditions or triggered manually via lead cards. But there's still more to configure.

1. To send messages to opted-in leads, first filter leads by going to Leads > Search and filter > Find tags. Choose the tag used for opt-ins and click Apply.

1. After filtering leads, click the ellipsis button (...) > New broadcast.

1. Choose Send a new message > Select Facebook Messenger as the channel > Choose the same subscription topic used for opt-in request title. Click Next.

1. Fill in the Broadcast name and start time. Click Finish after setting up the message.

Here is how the opt-in request and broadcast message would look like in the Facebook Messenger:

You can tell whether a lead has opted in from their lead card. You will get a system notification like this:

Sending opt-in messages that exceed the set limitations will prompt an error. There are several types of errors you might encounter:

Frequency errors:

• Sending more than 5 opt-in requests on different topics to a client in a single day.
• Sending more than 10 opt-in requests on different topics to a client in a week.

Repetition errors:

• Sending an opt-in request with the same topic title to the same person as one already sent previously

Salesbot setup errors:

• Removing a lead tag that is set in an opt-in step (tags can be deleted using a tag manager)
• Automatically deleting all related titles when removing a tag
• Trying to save changes to the bot without adding both a Tag and a Title first

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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