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Instagram Messenger Integration

Introduction

Messenger is a messaging tools that Meta provides for businesses to communicate with the customers in their Instagram Professional account. It is a convenient way for customers to initiate a conversation with the business while browsing the social media.

By installing the Instagram Messenger Integration with WOZTELL, you can apply chatbot to your Instagram Professional account in order to enhance the user experience. WOZTELL can also provide analytics and record of conversation, so that businesses can perform follow-up actions accordingly.

Messaging Flow

The conversation normally starts from the end user, who approaches the business Instagram account and send the message in Instagram Messenger.

After that, the Instagram Professional account can send message in response to the end user with various message types that are exclusive to Messenger. The response from the business is only allowed to send within 24 hours since the last message from the end user.

24 hour Messaging Window

The Standard Messaging Window is the 24 hour time period in which you are allowed to send a message to a person. When a person sends your Instagram Professional account a message or starts a conversation, your app has up to 24 hours to send a message. And the messages sent within the 24 hour window may contain promotional content.

The following user actions open the 24 hour messaging window:

  • Send a message to your Instagram Professional account
  • Clicks a call-to-action button like "Get Started" within a conversation
  • Click on a Click-to-Messenger ad and then sends a message to your Instagram Professional account
  • Click on an ig.me link that takes them to an existing conversation between the person and the Instagram Professional account
  • React to a message, such as a marketing message
  • Comments on a post on your Instagram Professional account

Recipient IDs

Meta will assign an ID to the recipient of the message, and the IDs have the following types:

  • Page-scoped ID (PSID): An ID assigned to a person the first time the person sends a message to your Page. This unique ID represents interactions between your Page and the person.
  • User Ref: An ID assigned to a person who used a plugin or postback button to send a message to your Page.
  • Post or Comment ID: An ID assigned to a person who published a post on your Page or commented on a post. Used to send a Private Reply to the person.

Messaging Types

Meta supports 3 message types to ensure that the message being sent complies with messaging policies and the recipient's preferences:

  • Response: Message sent in response to message received from a end user. The message can contain promotional and non-promotional content and must be sent during the standard messaging window.
  • Updates: Message that is proactively sent and is not in response to a received message. The message can contain promotional and non-promotional content and must be sent during the 24 hour messaging window.
  • Tagged Message: Message that is sent outside the 24 hour messaging window. This message must include a message tag that matches the allowed use case for the tag and contains non-promotional content.

Message Tags

A tag that enables your Page to send a message to a person outsde the standard 24 hour messaging window.

Message Tags enable the business to send a message outside the standard messaging window. These messages are usually related to the updates for a particular and under certain use cases.

Message Tags cannot be used to send promotional content, including but not limited to: deals, offers, coupons, and discounts. Use of Message Tags outside the approved use cases may result in restrictions on the Facebook page's ability to send messages.

The message tag includes:

  • Human Agent: Required for Instagram Messaging API. When this tag is added to a message being sent to a person, it allows a human agent to respond to the person's message. Messages can be sent within 7 days of the person's message. Human agent support is for issues that cannot be resolved within the standard messaging window. View the allowed uses.

Please refer to here for the use cases in details.

Content Types

Various content types are supported in Facebook Messenger. Please refer to message types for the details.

Limitations

  • A person logged in to Facebook can not send a message to your Instagram Professional account nor can a person send a message to your Facebook business Page or Instagram Professional account Page while logged in to Instagram using the Messenger Platform.
  • Instagram Messaging is available for all Instagram Professional accounts for businesses. However, currently, Instagram Messaging is only available for Instagram Professional accounts for Creators with less than 500k followers.
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