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Initiate a messenger conversation within meta's permitted conditions

An Operator attempts to start a conversation with a customer on Messenger; since Messenger has no business-initiated free-send mechanism for ordinary operator use, the platform only allows this within an already-open window or points the Operator to another channel.

When this happens: Operator clicks Message on Messenger from the customer's profile.

Step by step

  1. 1

    Open the customer's profile and clicks Message on Messenger.

    EasyCRM finds an open conversation whose CustomerWindowExpiresAt has not passed (the customer interacted recently). EasyCRM opens the composer directly, as in UC-18.7.

Other paths

No open window

At step 2 no open window exists and the Human Agent exception does not apply. Explains: Messenger requires the customer to message first. Share your Page with them instead Click Copy Page link to share the Page through another channel.

Good to know

  • Messenger has no approved-template mechanism comparable to WhatsApp's for ordinary operator use; a Page cannot cold-send from the Inbox.
  • Meta's paid Sponsored Messages ads product exists for business-initiated outreach but is out of scope for the Inbox — it is a marketing capability, not modeled here.