Replying to Facebook Direct Messages

For Facebook, the Engage module will help you navigate the response policy by introducing a combination of response windows and response types for Facebook Direct Messages. Thus, the reply you can send through the Engage module depends on the elapsed time since you have received the last DM and the content of your intended reply. 

Response windows 

You’re free to respond within 24 hours of receiving the last message in the DM thread. There’s no limit to what or how much you can reply, so promotional content and automated bot responses are permitted. 

Between 24 hours and 7 days, your replies should directly relate to the conversation’s subjects. No automated bot replies or promotional content are allowed during this time. 

If it’s been over 7 days since the last message or within 7 days but after 24 hours, you’re limited to three types of responses, as described below. Automated bot replies or promotional content are not permitted in these cases. 

Response types 

If you’re replying to a Facebook DM more than 7 days later, you must use one of three Message Tags: Event Update, Purchase Update, or Account Update. Event Update is for event reminders or updates for registered users, Purchase Update notifies about recent purchases, and Account Update is for informing about non-recurring changes to an account or application. 

Before you draft a response, pick the appropriate Message Tag. If none fits, Facebook won’t allow sending your message. In that case, the conversation can only continue if the customer replies again. 

Limitations: 

• Only one message per commenter is allowed. 
• Messages must be sent within 7 days of the post or comment creation. 
• Conversations can only continue within 24 hours if the person responds to the private message. 

• Standard Access apps can only access data for app-role-assigned individuals. 

Policy Violations 

If your DM responses often breach the new policy, your Page could lose the ability to send Direct Messages either temporarily or permanently. In such instances, Facebook will issue warnings with additional information, accessible via your Page Support Inbox on Facebook or through your Page’s Settings menu. 

It’s important to note that the policy primarily aims to prevent spam from promotional offers and automated bots. If your company uses DMs solely for responding to customer inquiries, the risk of a policy violation is minimal. 

For further details on Facebook’s (Meta) Privacy Policy, please refer to this link. 

Private Replies on Instagram comment

Private Replies allows an Instagram Professional account to send a single message to a person who commented on your Instagram Professional post, ads post, reel, or live story.

You can send this private reply within 7 days of the creation time of the comment

NOTE: We can send only one private message/reply to a comment until the person replies to that message

For further details on Meta Privacy Policy, please refer to this link https://developers.facebook.com/docs/messenger-platform/instagram/features/private-replies/