Recovered Messages
Meta normally passes each message to KnowStack within seconds. Sometimes, during an outage on Meta's side, a message never arrives. To make sure no customer is missed, KnowStack checks your Pages' inboxes directly and picks up any message Meta failed to deliver.
How the check works
- It runs every 10 minutes, for every connected Page with replies switched on, on Messenger and on Instagram.
- It reads the conversations since its last check. After a long gap it looks back at most 7 days.
- It leaves messages younger than 2 minutes to the normal delivery, and skips messages KnowStack already has.
- It doesn't fetch history from before a Page or account was first connected.
What happens to a recovered message
A recovered message is stored in its conversation like any other. It is checked for contact details, it can create a lead, and it triggers the usual notifications. Whether it gets a reply depends on its age:
| Age of the customer's last message | What KnowStack does |
|---|---|
| Under 1 hour | Answers as usual, in the Page's mode |
| 1 to 24 hours | Writes a draft that waits for a person, even on autopilot. No holding or after-hours message is sent |
| Over 24 hours | No reply and no draft, because automatic replies are no longer allowed. A person can still answer from 'Conversations' within 7 days |
Only the newest customer message in a conversation gets a reply, and none if the Page has written since.
In Telegram, a 'New lead' alert from a recovered message has the line 'Recovered after a Meta delivery outage. Sent' with the time the customer wrote. In KnowStack itself, recovered messages look like any other message.