Limitations

Messaging Window

When a customer sends you a message on Instagram, you have a standard messaging window to respond to that customer of 24 hours. During this 24 hour period, you can send all types of content (i.e responses to their questions or promotional content). Every time a customer sends you a new message, this messaging window resets.

If you need more time to respond to a customer, Zaapi uses the "Human Agent" tag when sending messages, which extends this messaging window from 24 hours, to 7 days after the customer last sent you a message. During this time, you can send updates about the customers order or respond to any enquiries, but you should not send any promotional content.

File Uploads Size Limits

• Image (8 MB)

  • .jpg, .jpeg, .png (not .heic)

• Audio (25 MB)

• Video (25 MB)

Character Count

For Instagram messages, you can send a maximum of 1,000 characters in a single response

Conversation History Import Limits

Upon successfully integrating this channel, the system will automatically import your past conversation history from the last 90 days.

Note on older conversations: If a customer sends a new message in an existing conversation that is older than 90 days (and wasn't part of the initial import), the system will automatically fetch the entire history of that specific thread. Once the new message is received, you will be able to scroll up to view all previously un-imported messages from that conversation.