WHAT IS HANDOVER PROTOCOL?
Handover Protocol is a Facebook setting that allows to control which Messenger application will control users' conversation and which applications will affect them only partially or not in any way.
ManyChat is only one of such applications. It's important that we are talking about Messenger and not Facebook apps: Handover will work with and display only those applications that can access the user's conversation through Messenger.
Only Primary Receiver will receive any information and will be able to send, receive and control messages. Secondary Receivers gets nothing but echo webhook (a special ping that something happened on the page).
Page Inbox is always receiving the full history of conversations no matter what: that's the default Facebook application that always have that access.
You need to use Handover when you have several Messenger apps that can send messages to the user at the same time, leading to excess or double messages. Handover helps to avoid spamming the user with those.
If you have only one application, you don't need it.
Note that Handover will make all conversations to move automatically to the "Done" folder of Page Inbox because Live Chat will become the primary handler for them. We understand that this may be inconvenient for your at the time, but please, keep it that it way at least until the ticket is resolved: we need it for our investigation.
WHAT MIGHT BE BROKEN?
If Handover Protocol is set incorrectly, your users will experience problems with all/any of the following:
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 in Settings => Handover tab of your bot. It's also okay if there's nothing in there: it just means it's 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 IT?
You need to either disable Handover protocol or set it correctly and pass the control to the new Primary Receiver.
To enable Handover Protocol, head to your Public Page's Settings -> Advanced Messaging -> App Settings -> Configure.
After that, assign the Primary role to ManyChat and the Secondary role to all other apps. Any other configuration will cause problems with ManyChat's automation and message sending.
Note that Handover makes all conversations to move automatically to the "Done" folder of Page Inbox because Live Chat will become the primary handler for them.
To disable Handover Protocol, head to your Public Page's Settings -> Advanced Messaging -> App Settings -> Configure, and just click on the apps again. That will de-select them, they will be displayed as "Select" again and Handover Protocol will stop working.
Note that this will redirect all future Page Inbox communications back to the Main folder instead of Done.
To reset Handover Protocol, simply follow this video: https://www.loom.com/share/a4409f32dc7541f3936cdc81d7113aa1.
After any changes to Handover Protocol, make sure to Refresh Permissions through the bot's General settings.
HOW TO PASS THE CONTROL OVER CONVERSATIONS
If you had any problems with automation, message sending, excess or double messages, User Input or Buttons prior to installing Handover, and they aren't solved a you installed Handover, you need to open the conversation of the user with a problem and click here:
Doesn't matter if it's "Mark as done" or "Open", this button will work nevertheless for Handover, passing the control webhook from one application (previous) to another (current Primary Receiver).