Product Update: Apr 2 | Facebook Messenger gets voice, reactions, and quoted replies

Announcements
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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.

:studio_microphone: 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.

:heart: 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.

:left_speech_bubble: 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.

:eyes: Delivery & Read Receipts

When an agent opens an FBM conversation and the read endpoint is triggered, Messenger now shows “Seen” to the visitor.

:magic_wand: AI Assist Support

AI Assist works across the new FBM features: image recognition, voice message transcription and replies, and message context including attachments.

:pushpin: 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
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Nice, now the only thing missing sound notifications on desktop app, for incoming messages like the ones for incoming Chats.

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Our SMS native connections coming and also is taking payments coming soon through the jackpot

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Hi @MikeRadio, thanks for your message – we’re definitely looking forward to bringing these features into our ecosystem in the future, but nothing concrete to share as of yet.

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Thank you so much.

Also, is there any ETA on the new AI features for workflow and templates?

You guys are amazing how you are doing improvement literally every week. I used to use another system and this is like so much better and you guys are so on the ball. Everything is great about the system so much better than theirs.

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Hi @MikeRadio, thanks for the feedback, we’re glad that you’re enjoying our product!

Could you please clarify what you mean by “workflow and templates”?

We are planning to ship Scenarios very soon, which will basically be a contextual expansion of your Instructions/Base Prompt. I.e. in scenario X, follow this procedure.