We’ve shipped a set of enhancements to the Facebook Messenger channel in the tawk.to Inbox. Voice messages, reactions, quoted replies, and read receipts. Here’s what’s new.
Outbound Voice Messages
Agents can now send voice message attachments in Facebook Messenger conversations. Supported formats: MP4, AAC, MPEG, AMR, WAV. Max file size: 25 MB.
Standard FBM rules apply: one attachment per message, no text and attachment in the same send.
Inbound Message Reactions
Visitor reactions on Messenger (like, love, wow, etc.) now appear on the corresponding message in the dashboard. Reactions are inbound only for FBM.
Reply-to / Quoted Replies
Both directions now supported:
- Agent to visitor: Reply to a specific message in the dashboard. The visitor sees it as a quoted reply in Messenger.
- Visitor to agent: Reply to a specific message in Messenger. The agent sees it as a quoted reply in the dashboard.
Message history includes the original body, attachments, and author for replied messages.
Delivery & Read Receipts
When an agent opens an FBM conversation and the read endpoint is triggered, Messenger now shows “Seen” to the visitor.
AI Assist Support
AI Assist works across the new FBM features: image recognition, voice message transcription and replies, and message context including attachments.
Things to Note:
- FBM supports only 1 attachment per outbound message
- Text and attachment in the same message are not supported and will be rejected by API
- File size limits: images up to 8 MB; video, audio, and PDFs up to 25 MB
- Mobile will follow these updates in an upcoming release