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 with less then 500k followers

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.

Requirements

  • Read and implement the components needed for using the Messenger Platform
  • Implement the Instagram Graph API to allow businesses and Creators to use your app to manage their presence on Instagram
  • Your app must provide an escalation path to a human agent
  • Your app must be approved for the instagram_basic, instagram_manage_messages, and pages_manage_metadata permissions to message people who do not have a role on your app

Limitations

  • A business can only converse with one customer per conversation. Group messaging is not supported
  • Conversations that are within 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 notification when a customer sends a message with a share
  • Apps with Standard Access can only interact people who have a role on the app

Testing Limitations

Due to the limited scope for Standard Access, some features may not work properly until your app has been granted Advanced Access. This may limit any test apps you use.

When testing your app, people who have a role on your app must grant your app access to the page_manage_messages, instagram_manage_messages and instagram_basic permissions and the person must have a role on the app and an Instagram Professional account.

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. You can use the API to move conversations between the Primary and General folders. 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.

Common Uses

  • Get messages that have been sent to your Instagram Business Inbox from customers
  • Receive and respond to customer messages with text, media, stories, and more
  • Respond to a customer's comment on a public Instagram post or comment with a private message to the customer

Documentation Contents

Get Started

A short tutorial to get you up and running.

Platform Features

Explanations of various Instagram Messaging features.

Review & Submission Process

Review the Platform policies and follow our pre-launch checklist to ensure a successful launch.

Rate Limits

Explanations of various Instagram Messaging rate limits.

Frequently Asked Questions

Solutions to common problems, troubleshooting tips, and FAQs.

Sample Experience

Example code for a working Instagram messaging experience.

Next Steps