The Meta Platform Policies are designed to help people and businesses connect effectively to achieve meaningful outcomes. At the heart of this is the understanding that people and businesses need a seamless, reliable way to get something done - whether it is getting a question answered, making a purchase, or communicating important and relevant updates. This article shares details about these platform policies:

Platform Policy for replying to DMs

Businesses are encouraged to respond within 24 hours to users' messages and Message tags enable sending important and personally relevant 1:1 updates to users outside the standard messaging window. Businesses may send promotional content using standard messaging and sponsored messages.

The policies are designed to encourage brands to:

• Respond to customers timely when they reach out to agents.

• Share important updates that are personally relevant to their customers.

Platform Policy for Message tags

Message tags may not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts. The use of tags outside of the approved use cases below may result in restrictions on the Page's ability to send messages.

The brands will get a warning if they send a message after 24 hours of the last message received from a fan. However, if the message is tagged as “HUMAN_AGENT”, then the brand can send a message after 24 hours.

A warning is displayed in the reply box if a DM or reply is sent more than 24 hours after receiving a message from a customer on Instagram. The message would state, “24 hours have passed since the last message from this social profile. As per messenger policy, your message should only be in response to customer enquiry”.

A warning is also received when brands reply to users 7-days after their last message. The message would state, "7 days have passed since the last message from this social profile. You will not be able to reply to this conversation anymore."

However, after seven days, the messages are blocked as per Meta's Data Policy. This update will be applied to key screens, so users will be informed when they can no longer reply after the seven-day window.

Note:

As per the Meta Platform Policy, the messages are tagged as HUMAN-AGENT automatically in Sprinklr from the backend to inform Meta that the human agents are responding to user inquiries when the thread control is not with them.