Responsiveness Policy
The responsiveness policy requires that automated bots must quickly engage with all user inputs, including freeform text, quick replies, CTA buttons, and clicks on the persistent menu. The only exception to this rule is the Get Started button (the welcome screen), which does not fall under this requirement.
Even if the composer is disabled, automated bots must still respond to other available inputs.
Response Time
To ensure a smooth user experience, automated bots must respond to user inputs within 30 seconds.
Defining “Automated” Bots
The Messenger Platform categorizes bots into three types based on their communication style:
- Automated Bots: These bots use pre-programmed responses and operate without manual intervention. For example, a bot delivering news and weather updates doesn’t require live responses from developers once it’s set up.
- Manual Reply Bots: These bots rely on live representatives for all responses. An example would be a business bot using third-party CRM software, where all customer communication is handled by human representatives.
- Hybrid Bots: These bots combine automated responses with human interaction. For instance, an airline bot may automatically provide flight status updates but offer the option to connect with a human representative for booking changes.
Notifications for Policy Violations
If a bot violates the responsiveness policy, Page admins will receive notifications in the Page Support Inbox. The notification will include a link to the documentation and instructions for resolving the non-compliance.
Addressing Policy Violations
For bots designed to offer an automated experience, it is essential to follow the responsiveness requirements. If your bot operates as a hybrid or manual experience, it is recommended to update the response settings in Page Settings > Advanced Messaging > General Settings > Select Response Method to reflect its operational style.
