In order to improve the customer service experience provided through Messenger, Meta enforces a policy for direct message (DM) conversation response time limits on Facebook and Instagram. Please note that since this is a Meta policy, there is no option to remove or adjust it in Social Media Management.

The policy includes rules and regulations on response windows for when you can reply to DMs and what the content can be included. The policy in place primarily to prevent spam to customers, such as excessive automated bot messages or promotional offers. Furthermore, it promotes a timely and professional customer service experience for users.

This article describes the changes on Facebook and Instagram, as well as within the Social Media Management platform.

Any time a Facebook or Instagram direct message is received in Engage, the response window is set to 7 days.

Once 7 days pass after you received the last message in the conversation, you cannot make any further replies to the conversation in Engage. You will either need to wait to receive a new message from the customer in Engage, or reply natively from Facebook or Instagram.

If you receive a message in the conversation again from the customer's side, will you have another 7 days to send them a response.