Compliance and guidelines

It is important to implement measures to stay compliant when using Instagram Messaging. These measures include abiding by local rules and laws about customer data protection and opt in.  Non-compliance may result in being blocked from using a communication channel or being suspended permanently.

Refer to the Instagram Terms of Use (opens in a new tab) for more information.

Human agent support

To use the channel, it is mandatory to have human agent support even if you have automated communication set up. Customers must have the option to escalate any automated communication to human support.

Opt-in

A conversation between an agent and an end user can start only when the end user sends a message to your business using one of the entry points.