Boxify sends order notifications and checkout messages to your customers through Facebook Messenger.
If messages cannot be delivered, it is usually related to Facebook’s platform policies.
This article explains the most common reasons why messages may not go through.
The 24-Hour Messaging Rule
Facebook allows businesses to send messages freely within 24 hours after a customer interacts (for example, when they comment or send a message).
After 24 hours:
- Promotional messages may be restricted
- Some automated messages may not be delivered
- Facebook may block or limit messaging
If a customer has not interacted recently, Messenger delivery may fail due to this rule.
Customer Privacy & Message Restrictions
Facebook protects users from spam.
Messages may not be delivered if:
- The customer has blocked your Page
- The customer has restricted messages
- The customer has reported spam before
- The customer has not interacted with your Page
In these cases, Boxify cannot override Facebook’s restrictions.
Page Quality & Policy Violations
If your Facebook Page has:
- Spam warnings
- Policy violations
- Low Page Quality rating
- Messaging restrictions
Facebook may temporarily block or limit your ability to send messages.
You can check your Page Quality in Facebook Page settings.
Permission Expired
Facebook permissions between your Page and Boxify may expire over time.
When this happens:
- Orders may still be detected
- But messages cannot be sent
Solution:
Reconnect your Facebook Page in Platform Setup.
Facebook System Updates
Facebook frequently updates Messenger rules and messaging APIs.
These updates may temporarily affect:
- Auto-replies
- Order notifications
- Message delivery speed
Such changes are controlled by Facebook and may require reconnection or adjustment.
How to Reduce Messaging Problems
To avoid message delivery issues:
✔ Reply to customers within 24 hours
✔ Avoid spam-like messaging behavior
✔ Do not send repeated promotional messages
✔ Monitor your Page Quality regularly
✔ Reconnect your Page if permissions expire
Important Reminder
If a message cannot be delivered, it does not necessarily mean there is a system error.
Because Boxify works together with Facebook Messenger,
message delivery depends on both:
- Facebook platform policies
- Page permissions
- Customer interaction status
We recommend checking these factors first, as they are the most common causes of delivery issues.
If you are unsure, our support team is always happy to assist.
When to Contact Support
Please contact Boxify support if:
- Orders are not being detected at all
- No customers are receiving messages
- You have reconnected your Page but the issue continues
If only certain customers are not receiving messages,
it is usually related to Facebook messaging policies or customer-side restrictions.
Our team can help you review the situation and guide you through the next steps.