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.

How Conversations Start

Messaging Window

Sending Messages

Instagram Inbox Behavior

Primary

Requests

General

API-Specific Inbox Notes

Messaging Limitations

Further Information