Instagram messaging follows specific rules that define how conversations are initiated, how long you are allowed to reply, how the inbox behaves, and what limits apply when exchanging messages.
This page explains how Instagram messaging works from a platform and operational perspective, so you clearly understand the behavior and constraints before integrating with Javna CPaaS Instagram Messaging API.
How Conversations Start
👉A conversation begins only when an Instagram user sends a message to your Instagram professional account. Messages may come from:
- Direct Messages
- Replies to Stories
- Comments (when using Private Replies)
- Other supported interaction entry points
When a user sends a message:
- It is delivered to your Instagram inbox
- A webhook event is triggered and sent to your webhook server
- The webhook payload includes:
- Instagram-scoped User ID
- Message content
You may then reply within the allowed messaging window.
Messaging Window
You may respond within 24 hours of the user’s last message.
Sending Messages
You can send messages containing:
- Text
- Images
- Links
- Audio files
- Video files
- Stickers
- Reactions
- Templates
- PDF files
- Instagram posts owned by your account
Instagram Inbox Behavior
Each Instagram professional account includes a messaging inbox structured into folders:
Primary
Default destination for new conversations from followers.
Requests
Messages from users who do not follow your account.
General
Conversations automatically moved here when you reply via third-party platforms such as Javna CPaaS.
API-Specific Inbox Notes
When using Javna CPaaS:
- Conversations replied to via the API are moved to General
- Inbox folder information is not returned in API responses
- Messages received via the API are not marked as read in Instagram until a reply is sent
Messaging Limitations
- Group messaging is not supported. An Instagram professional account can only converse with one customer per conversation.
- Only media owned by your account may be shared
- Messages in 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 webhooks notification when a customer sends a message with a share.