Facebook Messenger Changes & Message Delivery Issues
Boxify sends order notifications and checkout messages to your customers through Facebook Messenger. When messages are not delivered, the cause is almost always a Facebook platform policy — not a Boxify system error.
The 24-hour messaging rule
Section titled “The 24-hour messaging rule”Facebook allows businesses to send messages freely within 24 hours after a customer interacts with your Page (for example, by commenting or sending a message). After 24 hours:
- Promotional messages may be restricted.
- Some automated messages may not be delivered.
- Facebook may block or limit messaging entirely.
If a customer has not interacted with your Page recently, their Messenger delivery may fail because of this rule.
Customer privacy and message restrictions
Section titled “Customer privacy and message restrictions”Facebook protects users from unwanted messages. A message may not be delivered if the customer has blocked your Page, restricted messages, previously reported spam, or never interacted with your Page. Boxify cannot override these restrictions.
Page Quality and policy violations
Section titled “Page Quality and policy violations”If your Facebook Page has spam warnings, policy violations, a low Page Quality rating, or messaging restrictions, Facebook may temporarily block or limit your ability to send messages. Check your Page Quality in Facebook Page settings.
Expired permissions
Section titled “Expired permissions”Facebook permissions between your Page and Boxify can expire over time.
Reconnect your Facebook Page in Platform Setup.
Facebook system updates
Section titled “Facebook system updates”Facebook frequently updates Messenger rules and messaging APIs. These updates may temporarily affect auto-replies, order notifications, and message delivery speed. Such changes are controlled by Facebook and may require you to reconnect your Page or adjust your settings.
How to reduce messaging problems
Section titled “How to reduce messaging problems”- Reply to customers within 24 hours of their interaction.
- Avoid spam-like messaging behavior.
- Do not send repeated promotional messages.
- Monitor your Page Quality regularly.
- Reconnect your Page if permissions expire.
When to contact Boxify support
Section titled “When to contact Boxify support”Contact 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, the cause is usually Facebook messaging policies or restrictions on the customer’s account. Our team can help you review the situation and guide you through the next steps.
See also: