Time and Subject Limitations for Replying to Private Messages

✅ Who You Can Message:

• You can only reply to users who have started the conversation, either:

  • Privately, by sending you a DM.

  • Publicly, by commenting on your post (you may send one private reply to a public comment).

• You cannot initiate a conversation with someone who hasn’t interacted with you first.

⏰ Time Window for Replies:

• You can reply freely within 24 hours of the user’s last message.

• After 24 hours, you can still reply for up to 7 days, but with limitations.

📌 After 24 Hours:

• Only human, non-promotional replies are allowed.

• These replies must relate to issue resolution or customer support.

• Automated, promotional, or unrelated content is prohibited.

✅ Who You Can Message:

• You can only message users who have sent you a message first.

• You cannot initiate a new conversation.

⏰ Time Window for Replies:

• You may send up to 10 messages within 48 hours of receiving a message from a user.

• If the user replies again, the 48-hour window resets, giving you another 10-message limit.

📌 Additional Limitations:

• Image sending is restricted:

  • It only works if neither the user nor the brand is located in the US or EU. Attempts to send images in these regions will fail.

• API Access is region-specific at the moment:

  • Only available for businesses registered in APAC, LATAM, or the US.

  • Not available for businesses in the EU or UK.

🕒 Historical Crawling:

• During onboarding:

  • We retrieve the last 100 conversations.

  • Up to 20 recent messages per conversation.

• After that, new messages are received in real time.