Human agent window (7 days)
On Instagram, a person may reply to a customer for up to 7 days after the customer's last message, beyond the 24-hour automated window.
Instagram allows automated replies for 24 hours after a customer's last message. After that, Meta allows a reply tagged as coming from a human agent for up to 7 days, meant for follow-ups that a person is handling.
In Dunnflow, when the owner or staff reply from the dashboard or by relay between day one and day seven, the message is sent with that tag. After seven days nothing can be sent until the customer writes again, and the dashboard says so.
Why it matters
It sets the real limit on following up an Instagram lead who went quiet: one week, then they have to come back to you.
Related terms
- Instagram messaging APIMeta's official way for software to answer Instagram DMs, story replies and comments on a professional account.
- 24-hour windowThe period after a customer's message in which the business may reply freely without a template.
- Handover (owner takeover)Passing a conversation from the assistant to a person, who replies from their own phone.
All 29 terms · Dunnflow sets all of this up on your own number. Try it in your browser