Facebook policies prevent users from replying to a conversation in case the control is not present with the user. In those cases, you need to request control to the admin, who can then pass control. This might be required in cases where care agents/others want to take control of the conversation. This article details steps to do this.

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Reply without Conversation Protocol

1. In order to reply back to the customer, the agent has to take the thread control from the external bot.

2. In the required facebook column, on the Engagement Dashboard, if the control is not with you, you will see it on top. ​

3. Click the Options icon on the desired conversation and select Request Control.

4. On the Request Control window, add a comment and click Request.​

5. It is completely at the discretion of the external bot to provide the control and once the external bot approves the request, a new message will be sent to Sprinklr.
   "[INTERNAL] Conversation control has been passed to you."

6. If this message is shown in the conversation then the control has been passed to Sprinklr and the agent can now send a reply to the customer.

Note: If the messages start failing it means you don't have the thread ownership and the agent, replying from Sprinklr, will see this warning in the publisher window. ​

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When you are not in control of the thread, please use this tag only when you see genuine cases of intervention and when you have ascertained 100% that you have to take control. Facebook would be monitoring the use of this tag for any misuse or violation.

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