Introduction
Facebook Messenger and Instagram DMs are powerful channels for guest communication, but they come with specific messaging rules. Understanding and following Meta’s messaging policies ensures your business stays compliant while delivering helpful, timely responses. This guide outlines the types of messages you can send, the timeframes allowed, and how Myma.ai’s tools help you stay on top of conversations with ease.
Types of Messages You Can Send
There are two primary categories of guest communication allowed on Meta platforms:
Standard Messages
Sponsored Messages
Standard Messaging
Facebook allows you to reply to a guest’s message within 24 hours of their last interaction. You may include promotional content in your reply.
If your Facebook or Instagram account is connected to Myma.ai, the AI Chatbot will automatically respond within this 24-hour window, helping guests get instant support.
Extended Messaging: Human Agent Tag
After the 24-hour window, Facebook permits businesses to send manual 1:1 replies using the Human Agent message tag, which extends the response window to 7 days.
Myma.ai uses this tag automatically when staff take control of a conversation.
In the Unified Inbox, any conversation still within the 7-day period is marked Active, so team members can reply manually.
These messages must be service-related, not promotional.
For promotions, Sponsored Messages can be sent outside the 24 hours standard messaging window. This is applicable to only Facebook, not Instagram.
Sponsored Messaging (Facebook Only)
Sponsored Messages allow you to re-engage users beyond the standard windows with promotional or non-promotional content exclusively on Facebook Messenger.
The user must have previously interacted with your page.
These messages will appear in the chat as "Sponsored."
Content must follow the appropriate policies.
Note: Myma.ai does not currently support sending bulk Sponsored Messages.
Sponsored message content must comply with advertising policies. For more information on sending sponsored messages, see Sponsored messages.
Summary
Standard messages: Send replies within 24 hours (automated or manual).
Human Agent tag: Manually reply within 7 days of the last guest message (non-promotional only).
Sponsored messages: Use for marketing campaigns on Facebook beyond the 24-hour window.
Unified Inbox: All conversations are tracked and manageable from your Myma.ai dashboard.
By following Meta’s messaging guidelines and using Myma.ai’s tools, you’ll ensure fast, effective communication while staying fully compliant!