Brands can send direct messages through Facebook Messenger to interact with customers privately without any interruptions. When you reply to direct messages in Sprinklr, your response will be sent to the user through Facebook Messenger. This allows brands to provide personalised customer care, resolve issues, and more in one-on-one conversations with customers and fans.

Businesses have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. A bot may also send one additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a person responds to a business.

Photos and videos can only be sent to profiles that have initiated a private message through the Facebook Messenger app. Additionally, when responding to a message sent over 24 hours prior, media will be converted into a link. This is because Facebook's servers automatically delete media that is not interacted with within 24 hours.