Facebook announced that the company is updating the Messenger API to support Instagram messaging. This will allow businesses to manage customer enquiries from Instagram’s Direct Messaging platform directly via their choice of business applications.
With this implementation, businesses will also be able to keep track of messages that are coming from Instagram Profile, Shops and Stories depending on how customers choose to correspond with these businesses. In addition to this, Facebook will also be integrating its Facebook Shops messaging features to Instagram as well for better engagement between customers and businesses.
However, what sets this update apart from the rest is its ability to feature automated response to common queries from customers. At the same time, they will still be able to provide answers personally to more complex questions.
At the time of writing, the Messenger API feature is currently under its beta testing phase and since then, brands such as Adidas, H&M, Michael Kors, among other brands have already participated to utilise this feature. Separately, it is also worth mentioning that Facebook has already begun messaging integration between both services.
If you are currently running a business on Instagram or Facebook, this is certainly an update that you might want to utilise in the coming months when the company releases this feature for global rollout soon.
(Source: Facebook)
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