Instagram Frequently Asked Questions

Is it mandatory to have both a professional and a personal Instagram account?

Yes. Both professional and personal Instagram accounts are mandatory.

Is it possible to setup the chatbot using only a personal account?

Both professional and personal Instagram accounts are required to set up a chatbot.

Does Instagram let brands to proactively reach out to customers?

No. Currently, brands cannot run any campaigns on Instagram.

Is it mandatory for users to start converstaion using Ice breakers?

No. Users can choose to tap on an Ice breaker or send any message.

Is it mandatory to have Ice breakers?

No. Brands can choose not to display Ice breakers. However, it is suggested to have them in order to help users understand the bot’s capabilities.

What happens if a user shares audio, video, or a sticker during a conversation?

A webhook event will be received on the platform, which can be handled at the bot level.

Can the bot respond if a user replies to a previous thread?

No. The bot can only respond to the latest single message from the user.

Can the bot retain the context if the user switches to a different context?

Yes. This can be configured in the Builder/Studio module of the platform.

Can there be multiple images on a single template or product card?

No. Currently, only a single image can be displayed in a single template/product card. However, brands can display up to 10 cards at once.

How many buttons are supported in a template or product card?

Currently, up to three buttons can be added to a template or product card.