About Using the Instagram Inbox when your Account is Connected to Third-Party Tools
Message requests from third-party tools
To help keep your Instagram inbox organized, all message requests that you answer using a third-party tool will be moved to the General folder. Here’s how your Instagram inbox will function: - New chats from people you follow will continue to appear in the Primary folder.
- Existing chats that are already in your Instagram inbox will remain in the folder you’ve previously selected.
- Even if you've changed your settings to allow messages from certain people to go directly to your Primary folder, if you're answering these messages using a third-party tool, they'll go to your General folder.
What happens when you receive a large number of messages
Instagram inboxes using third-party tools to automate responses may experience limited functionality. This is because the Instagram inbox cannot support the same number of messages as some third-party tools. The limited functionality will depend on whether the number of messages that are sent and received come from new chats initiated from the message requests, or from existing chats in your Instagram inbox:
- If the large number of messages come from new chats initiated from message requests, new messages that you respond to using third-party tools will no longer appear in the Instagram inbox. You’ll need to view these messages in your third-party inbox.
- If a large number of messages are sent and received in your General folder at the same time, the General folder will be disabled. New threads will no longer be created and existing threads will be inaccessible. To send and receive any messages that were in your General folder, you’ll need to use your third-party inbox. New threads are not created and existing threads are inaccessible.
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