Background reminder :
Facebook updated its policies and rules for use on the 4th of March 2020.
As of this date, it is no longer possible to reply to a visitor who sent a message more than 24 hours ago via Facebook APIs.
This restriction applies to Facebook and Messenger third part messagings channel in the iAdvize solution.
What happens if you answer after 21 days ?
In the conversation panel, an error message will be displayed whenever the agent attempts to reply :
Here are different options in this case :
1. Close the conversation so that it is available again in the picking list and wait for a new message from the visitor.
2. Close and end the conversation so that does not appear in the picking list anymore and wait for a new message from the visitor. This way, the conversation disappears from the picking list and does not interfere with the agents' workflow.
3. Log in to the Facebook or Messenger interface and reply directly to the message.