Instagram Messaging with the Messenger Platform

The Messenger Platform allows you to build messaging solutions for Instagram Professional accounts at scale.

Instagram Messaging is available for the following accounts:

Any Instagram Professional account for a business
Any Instagram Professional account for a Creator

You can check the eligibility for accounts that you manage using the Conversations API . A 36103 error code will be returned if the messaging is not yet available.

Common Uses

Get messages that have been sent to your Instagram Professional Inbox from customers
Receive and respond to customer messages with text, media, stories, and more
Send a private reply to a person who published a public post on your Instagram
Send a private reply to a person who published a comment on your Instagram post

How It Works

The Messenger Platform allows you to have conversations with people interested in your business or creations. The Facebook Page linked to your Instagram Professional account facilitates these conversations using the Messenger Platform. When a person sends your Instagram a message, the message will be delivered to your Instagram Inbox and a webhook notification will be sent to your server. Your messaging app has 24 hours to respond to this message. If more time is needed to allow a human agent to respond, you can add a tag to your response to send the message outside the standard 24 hour messaging window.

Instagram Messaging offers a wide variety of conversation entry points for people to start a conversation and message types for your messaging app to respond with.

Instagram Inbox

An Instagram Professional account has a messaging inbox that allows you to control notifications and organize messages. By default notifications are off. You can turn notifications on in the Inbox Settings. The inbox is organized into different categories, Primary, General, and Requests. By default, all new conversations from followers will appear in the Primary folder. Conversations that existed before you implemented Instagram Messaging will be in the folders you have placed them within.

Messages that you receive from people who are not followers of your account are in Requests folder. You can choose to accept or deny these requests, and request messages aren’t marked as Seen until you accept them. Once a request is accepted you can move the conversation to the Primary or General folder. All message requests that you answer using a third-party app will be moved to the General folder.

Inbox Limitations

If you reply to a message using a third-party app, the conversation will be moved to the General folder regardless of your Setting configuration
Inbox folders are not supported and messages delivered by the Messenger Platform do not include folder information that is shown in the Instagram from Meta app inbox folder
Webhooks notifications or messages delivered via the API will not be considered as Read in the Instagram app inbox. Only after a reply is sent will a message be considered Read.

Business Login for Instagram

Beginning November 9, 2022, we are introducing Business Login for Instagram. This login flow allows a person to convert their Instagram account to an Instagram Professional account, create a Facebook Page for their business, and to connect that Page to their Instagram Professional account within the login flow.

Requirements

This guide assumes that you have read the Messenger Platform Overview and implemented the needed components for sending messages and receiving messages and notifications.

The Instagram Graph API – This API allows businesses and Creators to manage their presence on Instagram using your app
The following permissions:
- instagram_basic
- instagram_manage_messages
- pages_manage_metadata
- pages_showlist
- business_management
Delete messages when you receive a webhooks notification to do so

Automated Experiences

You can provide an escalation path for automated messaging experiences using one of the following:

A Single App – You can create a custom inbox to receive or reply to messages from a person. This custom inbox is powered by the same messaging app that also provides the automated experience
Multiple Apps – Handover Protocol allows you pass the conversation from one app or inbox to another. For example, one app would handle the conversation with an automated experience and, when needed, would pass the conversation to another app to continue the conversation with a human agent.

Memberi Tahu Pengguna Tentang Pengalaman Otomatis Anda

Jika diwajibkan oleh hukum yang berlaku, pengalaman obrolan otomatis harus mengungkapkan bahwa seseorang sedang berinteraksi dengan layanan otomatis:

di awal setiap percakapan atau utas pesan,
setelah selang waktu yang signifikan, atau
saat obrolan berpindah dari interaksi manusia ke pengalaman otomatis.

Pengalaman obrolan otomatis yang melayani grup berikut harus memberi perhatian khusus pada persyaratan ini:

Pasar California atau pengguna California
Pasar Jerman atau pengguna Jerman

Pengungkapan dapat mencakup, tetapi tidak terbatas pada: “Saya adalah bot [Nama Halaman]”, “Anda berinteraksi dengan pengalaman otomatis”, “Anda berbicara dengan bot”, atau “Saya adalah bot obrolan otomatis”.

Meskipun tidak diwajibkan secara hukum, kami rekomendasikan untuk memberi tahu pengguna saat mereka berinteraksi dengan obrolan otomatis sebagai praktik terbaik, karena hal ini membantu mengelola ekspektasi pengguna tentang interaksi mereka dengan pengalaman berkirim pesan Anda.

Buka Kebijakan Developer untuk informasi selengkapnya.

Human Agent Only

You can provide an escalation path for human agent only messaging experiences with a custom inbox. Your messaging app must be able to:

receive messages sent by people and render them correctly in the custom inbox
reply to messages via the custom inbox and ensure people successfully received them

Limitations

An Instagram Professional account can only converse with one customer per conversation. Group messaging is not supported
Conversations in the Requests folder that have not been active for 30 days will not be returned in API calls
Only the URL for the shared media or post is included in the webhooks notification when a customer sends a message with a share
An Instagram Professional account for a Creator must send an API request using the Instagram Conversations API before the account can receive webhooks

Testing Limitations

Apps with Standard Access can only interact people who have a role on the app
Some features may not work properly until your app has been granted Advanced Access
People testing your app must have a role on your app, grant access to all the required permissions, and have a role on the Instagram Professional account

Next Steps

Set up Webhooks for Instagram Messaging