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Initiate an instagram conversation within meta's permitted conditions

An Operator attempts to start a conversation with a customer on Instagram; since Instagram has no business-initiated free-send mechanism, the platform only allows this within an already-open window or points the Operator to another channel.

When this happens: Operator clicks Message on Instagram from the customer's profile.

Step by step

  1. 1

    Open the customer's profile and clicks Message on Instagram.

    EasyCRM finds an open conversation whose CustomerWindowExpiresAt has not passed (the customer interacted recently). EasyCRM opens the composer directly, as in UC-17.7.

Other paths

No open window

At step 2 no open window exists and the Human Agent exception does not apply. Explains: Instagram requires the customer to message first. Share your profile link with them instead Click Copy profile link to share the account's @handle through another channel.

Good to know

  • Instagram has no approved-template mechanism comparable to WhatsApp's; a business cannot cold-send.
  • "Initiating" is only ever a send within an already-open window or the Human Agent exception.