Facebook Messenger API update may affect Freshdesk Users in Africa

In accordance with its effort to comply with privacy guidelines in Europe, Facebook has placed restrictions on the use of its Messenger API.

This has taken an effect from Wednesday, December 16, 2020.

These new changes will affect the way users will receive Facebook DMs within their Freshdesk application.

Why the update on Facebook Messenger API?

In compliance with Europe’s data privacy laws following its privacy guidelines, Facebook is making these changes to its Messenger API used by Freshdesk to exchange messages between businesses and their customers.

Earlier Facebook had shared its update via its developer blog, showing the various restrictions on its Messenger API usage.

As stated by Facebook, “As part of our efforts to comply with new privacy rules in Europe, we’re making updates that will impact some developers and businesses that use our Messenger API.

Beginning December 16th, several Messenger APIs will be unavailable for developers and businesses in Europe, and for people in Europe who connect with businesses globally.”

Who will this affect?

According to Facebook, its Messenger API will affect 27 countries across the European Union, not leaving out Iceland, Norway, Liechtenstein, and the United Kingdom.

However, even for Non-EU users, their Facebook page may likely get affected by this update.

Therefore, users will be affected if:

• Your Facebook page is within the EU and four countries
• Any of your Facebook admin is within the EU and four countries
• Your customers are within the EU and four countries

Impact on Freshdesk customers

Following the update, these features will be affected:

• Users will still be able to receive and DMs on their Facebook pages connected to Freshdesk. However, agents won’t have access to exchange attachments with exceptions on files, audios and videos. Only text messages can be exchanged.
• Users connected to the Facebook page will no longer be seen under the Admin section in Facebook.
• Your customers will get an error message while trying to attach media through Messenger. Facebook will inform them that the business cannot receive attachments.

It should be noted that these changes will only affect DMs from the Facebook messenger, your comments, posts and attachments remain intact.

Freshdesk agents may include a direct URL for attachments (files, audios and videos not included) when raising tickets.

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