When there is a problem with the deliverability of the Broadcast, typically this issue is connected to the violation of Facebook Policies for Advertising and Messenger Platform or to the Broadcast settings.
Here are the main cases which might lead to getting your messages and Broadcasts blocked:
1. Admin used Non-Promotional Broadcast to send Promotional content. In Broadcasts, we have Non-Promotional Broadcasts and Promotional Broadcasts. In non-promotional broadcasts, you can send messages to all of your Facebook contacts, but it must not contain any Promotional Materials, such as advertisements, buy buttons, or links, and must also comply with the non-promotional Facebook Message Tags that you set in the Content-Type field.
Please note: Facebook Message Tags and One-Time Notifications (OTN) are Manychat Pro features.
To promote or sell something, Admin needs to use Promotional Broadcasts — they can be sent only to contacts who interacted with the page in the last 24 hours in any way (sent a message or clicked a button). After 24 hours, you can only send them the support-related question through the Live Chat within 7 days after the engagement (such messages will automatically be tagged with the "HUMAN_AGENT" tag or engaging materials with the Non-Promotional Broadcast used with a proper tag. This is called a 24-hour window - you can learn more about it here.
Promotional broadcasts may contain any Promo materials, but they can only be sent to Facebook contacts who contacted your page within the last 24 hours. More info can be found here.
1a. Admin sent any links with the Non-Promotional broadcast (any links are treated by Facebook as Promotional content by default) or added links that weren't whitelisted in the Authorized Websites list in Manychat 'Settings' => 'Growth Tools' tab in the Flow. We recommend adding all the links you use in all your Flows and Broadcasts to that list.
1b. Admin sent messages which get reported as spam by contacts or have an unusually high block rate from Facebook itself.
In the listed cases, Facebook might block:
- Broadcast for a portion of contacts and possibly unsubscribe them from the bot;
- Broadcast for all contacts and possibly unsubscribe them from the bot;
- messages in the Broadcast which specifically violate advertising rules;
- the broadcasting ability on your account for a period of up to 24 hours. In this case, you won't be able to send any broadcasts during this period even if they fit all the necessary requirements.
To learn more on how to stay compliant with FB's rules in your Broadcasts, check our blog posts below:
– The 3 Critical Rules of Leveraging Facebook Messenger Marketing in Your Customer Relationships
– How to Send Facebook Messenger Broadcasts
– Broadcasting Content
2. If you add Delay ('Typing') blocks to the first step of the Broadcast, you won't be able to send it at all.
The first step is the first block in the Broadcast - it also includes every block connected to it through the "Automatically Continue" step as well.
3. Your Non-Promotional Broadcast's tag did not match its content. In such cases, you need to re-check what exactly you are trying to send to contacts and select the tag that is the most appropriate for that Broadcast. The most commonly widespread tag is "Account Update".
How to check if my Flow is compliant with the new policy?
For example, if you are trying to send the message without a tag or with the "Other" tag outside 24 hours, it's still a violation. A message with the "Other" tag is supposed to be sent only inside a 24-hour window as the messages with no tag.
1. Keep in mind that Broadcasts take some time to get sent: the more contacts a certain page has, the longer it might take to send your Broadcast to everyone in the list of recipients. If you see that your Broadcast got stuck at some percent of contact - just give it a bit more time.
2. Check the time settings: if you choose the 'Time Travel' option, it means that the Broadcast will be sent only when the sending time matches the contact's timezone, reaching everyone in 24 hours.