Facebook has recently introduced a messaging policy which does not allow apps to send messages to customers 24 hours after they have messaged a page. 

For example, if a customer messages a page on 8th March 2020 at 5:00 PM, they have until 5:00 PM 9th March 2020 to respond. After this window, they cannot send a response. Please note that this is a rolling window. If the customer sends another message at 5:30 PM, they have until 5:30 PM the next day to respond.

This change is in line with people’s expectations of faster responses from businesses. Please refer to Facebook's article for more details around this policy.

We've incorporated the closed beta API for Facebook direct messages in Freshdesk. So now, you will be able to respond to direct messages within a 21-day window till July 15th, considering COVID-19 post which the window would be cut short to 7 days. 

Also, there are other ways of coping up with this situation further.

You can collect their customer's contact details (email address or phone number) with an automated message. This automated message can be fired in two ways.

1. Directly from Facebook.
If you have very few Facebook pages, you can set up an automated message to collect customer details from this specific section

2. Using API
If you have multiple Facebook pages integrated with your Freshdesk and have separate groups that handle just DM tickets, you can use webhooks to send an automatic reply. This requires the addition of a new feature from our end. Please reach out to us at support@freshdesk.com if you would like to get this feature enabled.