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Facebook Campaign Delivery Status Notifications

Outbound campaign Facebook messages now get a delivery status so campaign operators know whether a Page comment reply or Messenger send was accepted, rejected at send time, or (for Messenger only) delivered or read.

What this feature does

When a campaign sends through the Facebook connector, the system records what happened after the send attempt.

Facebook has two sub-channels with different signals:

  • Page comments: Graph accepts (or rejects) the public reply.

  • Messenger: The Send API accepts the message, then Facebook can send later delivery and read webhooks for that conversation.

Statuses are posted as delivery notifications for campaign reporting. They apply to the campaign customer identity on that channel (the comment author or Messenger PSID), not to every person who can see a public Page comment.

Delivery statuses

  • Page comments

Status

What it means

Sent

Facebook accepted the outbound comment reply (successful Graph create). This does not mean the person saw or opened the reply.

Failed

The reply could not be sent (API, auth, config, media, or other send-time error).

Not tracked for Page comments: Delivered, Bounced, or Read/opened.

  • Messenger

Status

What it means

Sent

Facebook accepted the outbound Messenger send. This does not by itself mean the device received the message.

Delivered

Facebook reported that the message was delivered to the recipient (Messenger delivery webhook).

Read

Facebook reported that the recipient opened the conversation (Messenger read webhook).

Failed

The message could not be sent (API, auth, config, attachment, or other send-time error).

Where the campaign operators see this

These statuses appear in the Non Voice Campaign Summary Gold report for the Facebook channel (columns such as Sent, Failed; Delivered and Read where Messenger webhooks were received).

This work is for campaign reporting only. What agents see in Agent Desk stays the same. There is no new Sent / Failed categorization in Agent Desk conversations.

Inbound customer comments and Messenger messages still appear in Agent Desk as conversations, as before.

What this means for campaign operators

  • Visibility into which campaign Facebook sends were accepted, or failed at send.

  • For Messenger campaigns, additional Delivered and Read when Facebook sends those receipts.

  • Regular inbound comments and Messenger chats still work as before in Agent Desk.

  • This tracking is for outbound campaign sends (and the receipt/reply signals used for reporting).

What's not included in this release

  • No Delivered or Read for Page comment replies (Facebook does not provide those receipts).

  • No automatic retry of failed or bounced sends from this feature.

  • No new alerting on failures beyond recording the status for reporting.

  • Messenger delivery/read matching uses an in-memory store on the connector (lost on restart; not shared across multiple replicas).

FAQ

Does this apply to all Facebook Page setups?
It applies to Pages connected through the Expertflow Facebook connector with the usual Graph/Messenger permissions. Comment reporting needs comment send; Messenger Delivered/Read also need Page subscriptions for message_deliveries and message_reads.

Is Sent the same as delivered to the inbox?
No. Sent means Facebook accepted the outbound API call. For comments, that is the last delivery signal. For Messenger, Delivered and Read can follow if Facebook sends those webhooks.

Why can Messenger show Delivered/Read but comments cannot?
Messenger conversations have delivery and read webhooks. Public Page comments do not.