After adding a Facebook channel to your Trengo inbox, you are able to respond to private messages that arrive via Facebook. While doing this, it’s important to keep Facebook’s ‘24-hour window’ and the maximum number of characters in mind.

24-hour window

We highly recommend responding to all incoming Facebook private messages within a 24-hour window, as this is required by Facebook's Platform Policy.

After sending your first message in 24 hours, you will get a 7-day window to resolve the inquiry by your customer. Facebook has set this up, because people expect businesses to respond quickly, and businesses that respond to users in a timely manner achieve better outcomes.

Maximum number of characters

Facebook allows up to 2.000 characters per outgoing private message. Should you exceed its limit, we'll notify you to adjust your response.