Extension of the response window to 7 days on Instagram or the possibility of performing proactive shooting
M
Manuela Farias
🕓 Context:
Today there is a limitation in the integration of Instagram via CloudChat: the maximum response period to the customer is 24 hours, according to the standard Meta policy.
💬 Situation:
On the previous platform (Kustomer), there was a 7-day extension for human responses - allowing for a more flexible and continuous flow of service.
With the expected increase in the volume of interactions during Black Friday, Zerezes fears operational impact and considers returning to Kustomer if there is no similar solution in CloudChat.
Other accounts, such as Linus and Denavita, would also benefit from this improvement.
Feature already available on competing platforms (ex: Kustomer).
📝 Meta Documentation: