WHAT IS HANDOVER PROTOCOL?
The Handover protocol is a Facebook setting that controls contacts' conversations and passes them between Messenger apps like ManyChat.
You need to use Handover only when you have several Messenger apps as it helps to avoid overspamming your contacts with messages from different apps. Don't use it if you have nothing but ManyChat.
Handover moves all conversations to the Page Inbox's "Done" folder automatically. Disable Handover to restore them back.
If Handover protocol is set incorrectly, your contacts will experience problems with...
1. Opt-ins and Growth Tools;
2. User Input and automatic answers;
3. Buttons and Quick Replies;
4. Receiving any scheduled automatic messages;
5. Receiving any answers from the bot.
Correct Handover setup looks like this (ManyChat Settings => Messenger).
If you see no such settings, Handover is currently disabled.
Wrong settings look like this:
If you see any of this, Handover doesn't work correctly and you need to fix it.
HOW TO FIX HANDOVER?
You need to either disable Handover protocol or set it correctly and pass the control to the new Primary Receiver.
HOW TO ENABLE/DISABLE/RESET HANDOVER?
I. To enable Handover protocol, head to FB Page Settings -> Advanced Messaging -> Handover protocol -> click Configure on the Messenger receiver.
Assign the Primary role to ManyChat and the Secondary role to all other apps.
Handover moves all conversations to the Page Inbox's "Done" folder automatically, but Page Inbox still saves the conversations history.
II. To disable Handover protocol, head to the same place. Click on apps again. That will de-select them and they will be displayed as "Select". Handover's disabled now.
Disabling Handover moves all conversations back to the Main folder of Page Inbox.
III. To reset Handover protocol, simply follow this video: https://www.loom.com/share/23fed53cc65e4551bf90603fb3b79a8a
After any change, make sure to Refresh Permissions through the Help button.
HOW TO PASS THE CONTROL OVER CONVERSATIONS
If you had any problems with automation, message sending, or double messages prior to installing Handover, you need to open the conversation of the contact with a problem and click here:
Doesn't matter if it's "Mark as done" or "Open", this button will work nevertheless: it will pass the control over the conversation to ManyChat!