Meta Business Help Centre

Some organic messaging features unavailable

Due to new privacy rules in Europe and Japan, some Inbox features and messaging-related insights may be unavailable for messages delivered to or from people or businesses based in Europe and/or Japan. Other messaging features that will be affected include:

Organic messaging features

Some organic messaging features within your Page Inbox and Facebook Business Suite Inbox may be unavailable, such as the Email and Contact list tabs. Other unavailable features include:

Message attachments

  • Link previews
    • Note: Businesses can still send links
  • Documents
  • Voice messages
  • Stickers
  • Order confirmation
  • Payment receipts

Automated responses

  • Frequently asked questions
  • Questions for potential customers
  • Contact information
  • Location

Appointment features

  • Notifications to businesses for new appointment requests
    • Note: Businesses can still see all requests and appointments in the calendar
  • Entry point in the message composer to manually create an appointment
    • Note: Businesses can still manually create appointments in the calendar
  • Upcoming appointment reminders for businesses and customers

Activity history tracking

  • Order placed
  • Order dispatched
  • Payment received

In-thread suggestions

  • Suggested message responses
  • Suggestions to create appointments
Note: Some messaging notifications may be affected. You may not be able to access your Page's messages through the Facebook app, so you'll need to use Messenger or the inbox in Facebook Business Suite to manage messages to your Page.

Messaging-related metrics

Historical data will continue to be available in reporting surfaces for all locations, but certain metrics may no longer be logged and reported for businesses based in Europe and/or Japan.

For businesses outside Europe and/or Japan that receive messages from the affected and unaffected locations, messaging-related metrics may display partial data relating to the unaffected locations.

Metrics that may be affected include:

Facebook Analytics

  • New conversations
  • Conversations read
  • Blocked conversations
  • Deleted conversations
  • Messages received
  • Messages sent
  • Messenger bot message received
  • Messenger bot message sent
  • Page label added
  • Page label removed
  • Messages mark spam
  • Story send message (Instagram)

Commerce insights

  • Messaging and message-related metrics
  • Session and session-based metrics

Page Insights

  • Messages tab
    • Messaging connections
    • Block rate
    • New messaging connections
    • Responsiveness: Response time, response rate
    • New blocked connections
    • New reported connections
  • Orders tab
    • Earnings from orders
    • Number of orders

Instagram insights

  • Content interactions
  • Post interactions
    • Shares
  • Story interactions
    • Shares
    • Replies
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More in this section: OBJECTIVES

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OBJECTIVES |

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