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class="_1dyy" id="u_0_i_Ge"></div><div id="documentation_body_pagelet" data-referrer="documentation_body_pagelet"><div class="_34yh" id="u_0_a_gv"><div class="_4cel"><span data-click-area="main"><div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h1>Conversation Routing</h1> <div class="_57yz _57y_ _3-8p"><div class="_57y-"><p><strong>Note: Pages configured to use Conversation Routing will not be able to use most Handover Protocol APIs.</strong> If your Page has a Default App for Conversation Routing and also attempts to use the Handover Protocol APIs, you will receive an error stating "Handover Protocol APIs disabled for this page."</p> <p>At this time, you can still use the Handover Protocol API to pass and release thread control, but you should update your app to use the Send API as soon as possible. See <a href="#thread-control">Thread Control</a> on this page for more information.</p> </div></div><p>Conversation Routing allows Meta to route conversations between your business and customers, or prospective customers, to the app that you have specified to respond in the conversation. This routing allows your business to create rich conversations with people and to minimize API calls to Meta's servers.</p> <p>This document shows you how to configure your apps for Conversation Routing.</p> </div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Overview</h2> <p>The conversation entry point determines which app Meta routes the conversation to when your business uses Conversation Routing.</p> <p>When a person taps your ad and starts a conversation, Meta routes the conversation to the marketing app, the app that handles responses to your ad, and sends Meta Webhooks notifications about the conversation. This process allows the marketing app to get information about the conversation without additional API calls to Meta servers. If the conversation requires more attention after the marketing app handles the action taken in your ad, Meta routes the conversation to the default app and sends webhooks notifications. If the conversation is completed by the marketing app, the app releases the conversation and the conversation is routed to the default app. When the marketing app releases a conversation no webhooks notifications are sent.</p> <p>When a person enters a conversation via any other entry point, Meta routes the conversation to the default app and sends webhooks notifications about the conversation.</p> <h3>Default App</h3> <p>Your default app should handle conversations started via any entry point except Click to Message (CTM) ad campaigns. When a person starts a conversation with your Page from a non-CTM entry point, or the marketing app passes or releases control of a conversation, or a user sends a message after the standard 24 hour messaging window, Meta routes the conversation to this app.</p> <h3>Marketing app</h3> <p>Your marketing app should handle conversations for a specific Click to Message (CTM) ad campaign. When a person taps on a CTM ad, Meta routes the conversation to your marketing app. Once the marketing app has completed the conversation, you send a request to Meta to either release or pass control of the conversation to the default app.</p> <div style="padding-left:5%;padding-bottom:3%"><b>Releasing control</b> signals that no further action is required and the conversation has ended. <ul class="uiList _4of _4kg"><li><div class="fcb"> No webhook notifications are sent. </div></li></ul><b>Passing control</b> signals that more action is required and the default app continues the conversation. <ul class="uiList _4of _4kg"><li><div class="fcb"> Messaging webhook notifications are sent to notify the default app to continue the conversation. </div></li></ul><b>Idle conversations</b> – If a person does not send any messages within 24 hours of starting a conversation, control of the conversation is released and the conversation is routed to the default app. </div><p><strong>Note:</strong> The marketing app should pass or release control to the default app as soon as the app is done with the conversation. This step ensures future conversations are handled by the default app and that these future conversations are not counted towards CTM ad performance.</p> <h3>Limitations</h3> <p>If a default app is configured for your Facebook Page, the Page can not use Handover Protocol. Conversation Routing doesn't support the following features available in Handover Protocol:</p> <ul class="uiList _4of _4kg"><li><div class="fcb"><b>Human Agent Tag:</b> The tag can be used, but the app using the tag cannot take control from another app. If the app already has thread control, it can continue to use it.</div></li><li><div class="fcb"><b>Idle mode:</b> When using Conversation Routing, threads always have an owner, and can never be idle.</div></li><li><div class="fcb"><b>Handover Protocol APIs:</b> To maintain forward compatibility for existing apps using the Handover Protocol APIs, <code>pass_thread_control</code> and <code>release_thread_control</code> will continue to work for now. However, this is a temporary feature; access to these APIs will be blocked in the future.</div></li></ul></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Before You Start</h2> <div class="_7aa"><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><p>本指南假設您已閱讀 <a href="/docs/messenger-platform/overview">Messenger 平台概覽</a>，且已執行收發訊息和通知所需的元件。</p></div></div></div><p>Before you can pass conversations between apps, you need the following:</p> <ul> <li>A Meta Ad Account</li> <li>The Meta app ID for your default app</li> <li>The Meta app ID for your marketing app</li> <li>Connect all apps to your business' Facebook Page</li> <li>The person requesting the Page access token must have Admin access or be able to perform the <code>MANAGE</code> task on a Classic Facebook Page, Facebook access (New Pages Experience) for the Facebook Page, or Full control via the Business Settings</li> <li>A server to receive Meta Webhooks notifications. We recommend setting up a separate endpoint on your server for each app.</li> <li>Subscribe all apps to the following webhooks topics: <ul> <li><code>messages</code></li> <li><code>messaging_referral</code></li> <li><code>messaging_handover</code></li> <li><code>messaging_postbacks</code></li> <li><code>standby</code></li> </ul></li> </ul> <p><strong>Note:</strong> Your default app may need to subscribe to other messaging webhooks depending on other conversation entry points you use.</p> </div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Assign a Default App</h2> <p> You can assign a default app in your <a href="https://www.facebook.com/settings?tab=msgr_conversation_routing" target="_blank"> Facebook Page settings. <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> You may need to login as the Page. </p><p>[DEPRECATED] For Classic Pages, go to <strong>Settings > Conversation Routing</strong></p> <p>For New Pages Experience Pages, go to <strong>Settings > Page setup > Messenger conversation routing</strong></p> <img class="img" src="https://scontent-hkg1-1.xx.fbcdn.net/v/t39.8562-6/378317094_1482968505869381_3292612408524180992_n.png?_nc_cat=105&ccb=1-7&_nc_sid=f537c7&_nc_ohc=KCLYKXr9EZ8Q7kNvgFMlY5J&_nc_zt=14&_nc_ht=scontent-hkg1-1.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYCa4Jl8LQ87bZqWViyhAk7TErdyd35AkMIucvg8jw_E-A&oe=67478C9F" width="80%" alt="" /><div class="_57yz _57y_ _3-8p"><div class="_57y-"><p> NOTE: The config to enable your default app to take over a conversation has been deprecated. Instead, you can now grant this ability for each individual connected app in the "Connected apps" section of <a href="https://www.facebook.com/settings/?tab=advanced_messaging" target="_blank"> Advanced messaging. </a></p><p>See <a href="#tc-takeover-configs">Configure apps to take over conversations</a> on this page for more information.</p> </div></div></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Assign a marketing app</h2> <p>You can assign a marketing app in the Ads Manager during ad creation.</p> <p><b>Step 1.</b> Create an ad in the <a href="https://www.facebook.com/ads/manager/accounts/" target="_blank">Meta Ads Manager. <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a></p><p><strong>Step 2.</strong> Navigate to the <strong>Message Template > Advanced Setup</strong> and tap <strong>Edit</strong>.</p> <p><strong>Step 3.</strong> Set the <code>receiving_app_id</code> parameter to the marketing app ID.</p> <p><strong>Step 4.</strong> Publish the ad.</p> <p><strong>Step 5.</strong> Optional but recommended: test Conversation Routing flow by targeting the ad to your test user.</p> </div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Standby Webhook Controls</h2> <p> When you assign a Page's default app for Conversation Routing for the first time, all connected apps are automatically subscribed to the <b>Standby</b> webhooks. You can unsubscribe connected apps in your <a href="https://www.facebook.com/settings/?tab=advanced_messaging" target="_blank"> Facebook Page settings. <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a></p><ul> <li>[Deprecated] For Classic Pages, go to <strong>Page Settings > Advanced Messaging > Connected Apps</strong>. Click "Configure" next to an app you want to unsubscribe from the standby webhooks.</li> <li>For New Pages Experience, go to <strong>Page Settings > Page setup > Advanced messaging > Connected Apps</strong>. Click "Edit" next to an app you want to unsubscribe from the standby webhooks.</li> </ul> <p>In the resulting dialog, you can toggle standby access on and off for this app, for both Messenger and Instagram standby webhooks.</p> <img class="img" src="https://scontent-hkg1-1.xx.fbcdn.net/v/t39.8562-6/442484102_476941724683497_7262637317229888990_n.png?_nc_cat=105&ccb=1-7&_nc_sid=f537c7&_nc_ohc=RGZ4zRMfyTMQ7kNvgGMR24F&_nc_zt=14&_nc_ht=scontent-hkg1-1.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYBeee4aWv-nJeW_lfEf9fqmLK-SLyXZNjWSD0OETkNT9g&oe=67477C41" width="60%" alt="" /></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="tc-takeover-configs">Configure apps to take over conversations</h2> <p>You have the option to allow any connected app to send a message even if it's not the current thread owner. Once this ability is enabled for an app, when it sends a message this way, it also receives thread control. This can be useful if the other apps haven't yet been updated to use Conversation Routing and release thread control in a timely manner.</p> <div class="_57yz _57z1 _3-8p"><div class="_57y-"><p> We highly recommend using this feature only for apps that provide <a href="https://developers.facebook.com/docs/features-reference/human-agent/" target="_blank"> human agent support. </a></p></div></div><p>To enable/disable this capability for a certain app, go to <strong>Page Settings > Page setup > Advanced messaging > Connected Apps</strong>. Click Edit next to an app, and toggle "Take control of conversations" on/off.</p> <img class="img" src="https://scontent-hkg1-1.xx.fbcdn.net/v/t39.8562-6/442484102_476941724683497_7262637317229888990_n.png?_nc_cat=105&ccb=1-7&_nc_sid=f537c7&_nc_ohc=RGZ4zRMfyTMQ7kNvgGMR24F&_nc_zt=14&_nc_ht=scontent-hkg1-1.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYBeee4aWv-nJeW_lfEf9fqmLK-SLyXZNjWSD0OETkNT9g&oe=67477C41" width="60%" alt="" /></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Webhooks Notifications</h2> <p>The following table shows the action that triggered the webhooks and the webhooks notifications sent to each app's webhooks server endpoint.</p> <div class="_57-c"><table class="_4-ss _5k9x"><thead><th style="width:25%"> Possible Actions </th><th> Webhooks Notifications Sent to the Marketing App </th><th> Webhooks Notifications Sent to the Default App </th></thead><tbody class="_5m37" id="u_0_b_qA"><tr class="row_0"><td><ul> <li>A person taps a CTM ad </li> <li>A person taps a CTM ad and sends a message</li> </ul> </td><td><ul> <li><code>messages</code></li> <li><code>messaging_handover</code> </li> <li><code>messaging_referral</code></li> </ul> <p id="u_0_1_vy"><a href="#" role="button"> Example Notifications <img class="img" src="https://lookaside.fbsbx.com/elementpath/media/?media_id=370956955139117&version=1726261394" width="15px" alt="" /></a></p></td><td><ul> <li><code>standby</code> with referral information</li> </ul> <p id="u_0_3_lI"><a href="#" role="button"> Example Notifications <img class="img" src="https://lookaside.fbsbx.com/elementpath/media/?media_id=370956955139117&version=1726261394" width="15px" alt="" /></a></p></td></tr><tr class="row_1 _5m29"><td><ul> <li>A person taps a CTM ad and taps the welcome template button</li> <li>A person taps a CTM ad and taps a quick reply button</li> </ul> </td><td><ul> <li><code>messages</code></li> <li><code>messaging_handover</code> </li> <li><code>messaging_postbacks</code></li> </ul> <p id="u_0_5_4/"><a href="#" role="button"> Example Notifications <img class="img" src="https://lookaside.fbsbx.com/elementpath/media/?media_id=370956955139117&version=1726261394" width="15px" alt="" /></a></p></td><td><ul> <li><code>standby</code> with postback information</li> </ul> <p id="u_0_7_/y"><a href="#" role="button"> Example Notifications <img class="img" src="https://lookaside.fbsbx.com/elementpath/media/?media_id=370956955139117&version=1726261394" width="15px" alt="" /></a></p></td></tr><tr class="row_2"><td><p>The conversation becomes idle</p> </td><td><p>No webhooks are sent</p> </td><td><p>No webhooks are sent</p> </td></tr><tr class="row_3 _5m29"><td><p>The conversation requires further messaging to complete the conversation</p> </td><td><p>No webhooks are sent</p> </td><td><ul> <li><code>messaging_handover</code></li> </ul> <p id="u_0_9_Bp"><a href="#" role="button"> Example Notifications <img class="img" src="https://lookaside.fbsbx.com/elementpath/media/?media_id=370956955139117&version=1726261394" width="15px" alt="" /></a></p></td></tr><tr class="row_4"><td><p>The conversation is complete and no further messaging is required</p> </td><td><p>No webhooks are sent</p> </td><td><p>No webhooks are sent</p> </td></tr></tbody></table></div></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Messaging Feature Status API</h2> <p>You can use the Messaging Feature Status API to check the Conversation Routing status of a Facebook Page for Messenger or a business ID for Instagram Direct (IGD) messaging.</p> <h3>Example API Request</h3> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X GET "https://graph.facebook.com/v12.0/me?fields=messaging_feature_status&access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object.</p> <pre class="_5s-8 prettyprint lang-json" style="">{ "messaging_feature_status": { "hop_v2": false, "msgr_multi_app": true, "ig_multi_app": false }, "id": "<page_id>" }</pre></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2 id="thread-control">Thread Control</h2> <p>An application can pass or release thread control using one of two methods: using the Send API, or using the handover protocol API.</p> <h3>Using the Send API</h3> <p>To pass the conversation to the default app, send a POST request to the <code>/PAGE-ID/messages</code> endpoint with <code>messaging_type</code> set to <code>RESPONSE</code>, and the <code>payload</code> field of the <code>thread_control</code> parameter to <code>pass_thread_control</code>.</p> <div class="_57yz _5s-k _3-8p"><div class="_57y-"><p>Currently, this method can only be used to pass control to the default receiver.</p> </div></div><h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "messaging_type": "RESPONSE", "thread_control": { "payload" : "pass_thread_control" }, "recipient": { "id": "<PSID>" }, "message": { "text" : "Let me transfer you to our live agent" } }' "https://graph.facebook.com/v12.0/me/messages?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object with the recipient ID and the message ID.</p> <pre class="_5s-8 prettyprint lang-json" style="">{ "recipient_id":"<PSID>", "message_id":"MESSAGE-ID" }</pre><p>To release the conversation, send a POST request to the <code>/PAGE-ID/messages</code> endpoint with <code>messaging_type</code> set to <code>RESPONSE</code>, and the <code>payload</code> field of the <code>thread_control</code> parameter to <code>release_thread_control</code>.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "messaging_type": "RESPONSE", "thread_control": { "payload" : "release_thread_control" }, "recipient": { "id": "<PSID>" }, "message": { "text" : "Thank you for contacting us." } }' "https://graph.facebook.com/v12.0/me/messages?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object with the recipient ID and the message ID.</p> <pre class="_5s-8 prettyprint lang-json" style="">{ "recipient_id":"<PSID>", "message_id":"MESSAGE-ID" }</pre><h4>Reference</h4> <div class="_57-c"><table class="_4-ss _5k9x"><thead><th style="width:20%">Parameter</th><th>Description</th></thead><tbody class="_5m37" id="u_0_c_rV"><tr class="row_0"><td><p><code>thread_control</code></p> <i>object</i></td><td><p>Contains the <code>payload</code> string key with a value that releases control of the conversation or passes control to another app to continue the conversation.</p> <p>Possible values:</p><ul> <li><code>pass_thread_control</code> – Passes control of the conversation to the default app to complete the conversation and sends a webhook notification to the default app.</li> <li><code>release_thread_control</code> – Releases control of the conversation to the default app when the conversation has been completed by the marketing app. No webhook is sent.</li> </ul> </td></tr></tbody></table></div><h3>Using <code>app_id</code></h3> <p>You can pass thread control to a specific app by setting <code>app_id</code> and <code>control_type</code> fields in the <code>thread_control</code> parameter.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "messaging_type": "RESPONSE", "thread_control": { "app_id": "<APPLICATION_ID>", "control_type": "pass" }, "recipient": { "id": "<PSID>" }, "message": { "text" : "Let me transfer you to our live agent" } }' "https://graph.facebook.com/v12.0/me/messages?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object with the recipient ID and the message ID.</p> <pre class="_5s-8 prettyprint lang-json" style="">{ "recipient_id":"<PSID>", "message_id":"MESSAGE-ID" }</pre><p>Releasing thread control using this method is similar, but <code>control_type</code> is set to <code>release</code>.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "messaging_type": "RESPONSE", "thread_control": { "app_id": "<APPLICATION_ID>", "control_type": "release" }, "recipient": { "id": "<PSID>" }, "message": { "text" : "Thank you for contacting us." } }' "https://graph.facebook.com/v12.0/me/messages?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object with the recipient ID and the message ID.</p> <pre class="_5s-8 prettyprint lang-json" style="">{ "recipient_id":"<PSID>", "message_id":"MESSAGE-ID" }</pre><h4>Reference</h4> <div class="_57-c"><table class="_4-ss _5k9x"><thead><th style="width:20%">Parameter</th><th>Description</th></thead><tbody class="_5m37" id="u_0_d_i5"><tr class="row_0"><td><p><code>thread_control</code></p> <i>object</i></td><td><p>Describes who should own the thread.</p> <p><code>app_id</code> - The id of the application that should own the thread going forward. <code>control_type</code> <em>(optional field)</em> - A string describing whether to pass or release thread control. If not set, control is released by default. Supports two possible values:</p> <ul> <li><code>pass</code>: Passes thread control to the default app and sends a webhook to the configured app. The webhook tells the default app to continue the conversation.</li> <li><code>release</code>: Releases thread control to the default app. No webhook is sent. Should be used when the app in control determines that no further action is needed on the conversation.</li> </ul> </td></tr></tbody></table></div><div class="_57yz _5s-k _3-8p"><div class="_57y-"><p><strong>Note:</strong> Payload-based and id-based parameters cannot be combined in the same API call. If you set the <code>payload</code> field, you cannot set the <code>app_id</code> field, and vice versa.</p> </div></div><h3>Using the Handover Protocol API</h3> <p>You can also use the Handover Protocol API to pass and release thread control. Note that not all Handover Protocol thread control APIs are available with Conversation Routing. The following actions are not supported.</p> <ul> <li>Take thread control</li> <li>Pass thread metadata</li> <li>Request thread control</li> <li>Extend thread control</li> </ul> <p>To pass control to the default application, use the <code>pass_thread_control</code> endpoint.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "recipient": { "id": "<PSID>" }, "metadata": "Passing thread control to the default application" }' "https://graph.facebook.com/v12.0/me/pass_thread_control?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object.</p> <pre class="_5s-8 prettyprint lang-json" style="">{"success: "true"}</pre><p>To pass thread control to a specific application, rather than the default application, add a <code>target_app_id</code> parameter to the request payload.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "recipient": { "id": "<PSID>" }, "target_app_id": "<MARKETING_APP_ID>", "metadata": "Passing thread control to the marketing application" }' "https://graph.facebook.com/v12.0/me/pass_thread_control?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object.</p> <pre class="_5s-8 prettyprint lang-json" style="">{"success: "true"}</pre><p>Releasing thread control using the Handover Protocol API passes thread control to the default application. This works the same way as using the Handover Protocol, except that once thread control is released, the default application will still be able to message the user.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X POST -H "Content-Type: application/json" -d '{ "recipient": { "id": "<PSID>" }, "metadata": "Release thread control to default application" }' "https://graph.facebook.com/v12.0/me/release_thread_control?access_token=<ACCESS_TOKEN>"</pre><p>On success, your app receives the following JSON object.</p> <pre class="_5s-8 prettyprint lang-json" style="">{"success: "true"}</pre><h3>Find the App in Control</h3> <p>You can find the app that currently controls the conversation by sending a <code>GET</code> request to the <code>/PAGE-ID/thread_owner</code> endpoint, with the <code>recipient</code> parameter set to the Page-scoped ID for the person who sent the message to the Page.</p> <h4>Example API Request</h4> <pre class="_5s-8 prettyprint lang-curl" style="">curl -X GET "https://graph.facebook.com/LATEST-API-VERSION/PAGE-ID/thread_owner ?recipient=PSID &access_token=PAGE-ACCESS-TOKEN"</pre><h4>Example API response</h4> <ul> <li>If your app is the current thread owner, or if your app is the default app of the page, you'll receive the app_id and the expiration timestamp in the API response;</li> <li>Otherwise, if the thread is not idle, you'll will receive the expiration timestamp in the API response;</li> <li>Otherwise, you'll receive an empty API response.</li> </ul> <pre class="_5s-8 prettyprint lang-json" style="">{ "data": [ { "thread_owner": { "app_id": APP-ID, "expiration": UNIX-TIMESTAMP } } ] }</pre></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Meta Business Suite Inbox Support</h2> <p>Conversation routing allows your business to use Meta Business Suite Inbox as another application connected to your page, which can be used to continue conversations with your users. An inbox can also be assigned as a default application. Additionally, if you move a message to the Main folder or respond to a message in a conversation not controlled by the inbox, the inbox takes control of the conversation.</p> </div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>Entrypoint Routing</h2> <p>Entrypoint routing enables you to route conversations to specific apps based on based on a user's entrypoint. You can configure these routes on the <strong>Conversation Routing</strong> tab of your Facebook Page's settings. There are two types of entrypoint routing available: Link Routing and Social/organic routing.</p> <h3>Link Routing</h3> <p>Link routing enables you to configure multiple m.me links, and assign a routing app to each link.</p> <img class="img" src="https://scontent-hkg1-1.xx.fbcdn.net/v/t39.8562-6/378452836_677331847782566_4373723953856803330_n.png?_nc_cat=105&ccb=1-7&_nc_sid=f537c7&_nc_ohc=Z1lW56aQgEsQ7kNvgElLEwH&_nc_zt=14&_nc_ht=scontent-hkg1-1.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYCmzSm41xAFD3gnrVaoXnAHXAUq-IsgCKSkQBVC7ulFSA&oe=67478C20" width="60%" alt="" /><h3>Social/organic Routing</h3> <p>Social/organic routing enables you to configure one app that will get thread control when a user enters an idle thread (no user messages in the last 24 hours) or clicks a Get Started button.</p> <img class="img" src="https://scontent-hkg4-1.xx.fbcdn.net/v/t39.8562-6/378313595_1200740524649909_1452479964444837552_n.png?_nc_cat=110&ccb=1-7&_nc_sid=f537c7&_nc_ohc=rARjgtQ72ikQ7kNvgFidJyx&_nc_zt=14&_nc_ht=scontent-hkg4-1.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYCbnf5NYmFeU0A0V3KsEWx2LSFCD4MZToWzr83RTIAYGA&oe=67477937" width="60%" alt="" /></div></div><div class="_4-u2 _57mb _1u44 _3fw6 _4-u8"><div class="_4-u3 _588p"><h2>See Also</h2> <p>Learn more about the concepts and components of the Messenger Platform for Instagram Messaging.</p> <ul class="uiList _4of _4kg"><li><div class="fcb"><a href="https://www.facebook.com/business/tools/ads-manager/get-started" target="_blank"> Conversations API <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Get more information about a conversation </div></li><li><div class="fcb"><a href="https://www.facebook.com/business/tools/ads-manager/get-started" target="_blank"> Create an ad campaign <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a></div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/overview#page-tasks" target="_blank"> Facebook Page Tasks <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn more about tasks you can perform on a Facebook Page </div></li><li><div class="fcb"><a href="https://www.facebook.com/business/help/2752670058165459?id=418112142508425" target="_blank"> Facebook Pages <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Visit the business helpcenter to learn more about Classic and New Pages Experiences </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/handover-protocol" target="_blank"> Handover Protocol <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – For routing conversations between 3 or more apps </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/instagram" target="_blank"> Instagram Messaging from Messenger Platform <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a></div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/instagram/features/recurring-notifications/ways-to-get-opt-ins" target="_blank"> Marketing Messages <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn how to get optins and to send recurring marketing messages </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/analytics/messaging-insights" target="_blank"> Messaging Insights API <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn how to get insights into your conversations </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/policy" target="_blank"> Policies for using Messenger Platform <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn more about the policies enforced for Messenger Platform </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/send-messages#standard-messaging-window" target="_blank"> Standard Messaging Window <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn more about the 24 hour standard messaging window </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/webhooks" target="_blank"> Meta Webhooks for Messenger Platform <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – Learn more about setting up a webhooks server to receive Meta Webhooks Notifications </div></li><li><div class="fcb"><a href="https://developers.facebook.com/docs/messenger-platform/reference/webhook-events" target="_blank"> Meta Webhooks Topic Reference for Messenger Platform <img class="img" src="https://scontent-hkg1-2.xx.fbcdn.net/v/t39.2365-6/310307727_3347317042262105_1088877051262827250_n.png?_nc_cat=107&ccb=1-7&_nc_sid=e280be&_nc_ohc=tsV24nNPbu0Q7kNvgEofBoC&_nc_zt=14&_nc_ht=scontent-hkg1-2.xx&_nc_gid=AYalxErLfr5UN83CciNGPys&oh=00_AYAaHV0I6SjefqZf-yY78h3mNOLS3BUmt-eKBOQVphyxPA&oe=675BE6E2" width="10px" alt="" /></a> – See examples of webhooks notifications </div></li></ul></div></div></div></span><div class="_4-u2 _57mb _1u44 _4-u8"><div class="_4-u3 _588p _4_k"><fb:like href="https://developers.facebook.com/docs/messenger-platform/conversation-routing/" layout="button_count" share="1"></fb:like></div></div><div id="developer_documentation_toolbar" data-referrer="developer_documentation_toolbar" data-click-area="toolbar"></div><script nonce="yr8vYvdH"> !function(f,b,e,v,n,t,s){if(f.fbq)return;n=f.fbq=function(){n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)};if(!f._fbq)f._fbq=n; 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