Today, we are announcing updates to the Messenger API to support Instagram messaging, giving businesses new tools to manage their customer communications on Instagram at scale. The new API features enable businesses to integrate Instagram messaging with their preferred business applications and workflows; helping drive more meaningful conversations, increase customer satisfaction and grow sales. The updated API is currently in beta with a limited number of developer partners and businesses.
Instagram is a place for emerging culture and trend creation and discovering new brands is a valuable part of this experience. Messaging plays a central role in helping people connect with brands in personal ways through story replies, direct messages, and mentions. Over the last year, total daily conversations between people and businesses on Messenger and Instagram grew over 40 percent. For businesses, the opportunity to drive sales and improve customer satisfaction by having meaningful interactions with people on Instagram messaging is huge.
“Instagram is a platform for community building, and we’ve long approached it as a way for us to connect with our customers in a place where they are already spending a lot of their time. With the newly launched Messenger API support for Instagram, we are now able to increase efficiency, drive even stronger user engagement, and easily maintain a two-way dialogue with our followers. This technology has helped us create a new pipeline for best-in-class service and allows for a direct line of communication that’s fast and easy for both customers and our internal team.” – Michael Kors Marketing
Works with your tools and workflows
Businesses want to use a single platform to respond to messages on multiple channels. The Messenger API now allows businesses to manage messages initiated by people throughout their Instagram presence, including Profile, Shops, and Stories. It will be possible for businesses to use information from core business systems right alongside Instagram messaging, enabling more personal conversations that drive better business outcomes. For example, businesses integrating with a CRM system can give agents a holistic view of customer loyalty. Furthermore, existing investments in people, tools, and workflows to manage other communication channels can be leveraged and extended to support customers on Instagram. This update will also bring Facebook Shops messaging features to the Messenger API so businesses can create more engaging and connected customer experiences.
To get started, businesses can easily work with developers to integrate Instagram messaging with their existing tools and systems.
Increases responsiveness and customer satisfaction
Customers value responsiveness when they have questions or need help from businesses. For the first time on Instagram, we’re introducing new features that will allow businesses to respond immediately to common inquiries using automation, while ensuring people are seamlessly connected to live support for more complex inquiries. One of our alpha partners, Clarabridge, reported their client brands had improved their response rate by up to 55% since being able to manage Instagram DMs through their platform.
The updates to the Messenger API are part of our overall effort to make it easier for businesses to reach their customers across our family of apps.
Messenger API support for Instagram is currently in beta with a focus on providing high quality, personalized messaging experiences on Instagram while increasing business efficiency. Adidas, Amaro, Glossier, H&M, MagazineLuiza, Michael Kors, Nars, Sephora and TechStyle Fashion Group and other consumer brands are already participating in the beta program. We are excited about early results some businesses saw during alpha testing, including higher response rates, reduced resolution times, and deeper customer insights as a result of integrations. We’re also testing with a limited number of developer partners; and are delighted at the initial response.
“On average, brands have saved at least four hours per agent per week by streamlining social community management within the Khoros platform, plus shortened response rates during business hours — which is crucial to meet as customers who message brands on social media expect a quick reply.” – Khoros
Facebook-Meta Earns the ‘Worst Company of 2021’ Title in This Survey
Facebook parent Meta has been named the Worst Company of the Year (2021) by Yahoo Finance respondents. According to the publication, an “open-ended” survey was published on Yahoo Finance on December 4 and 5, where 1,541 respondents participated. Facebook received 8 percent of the write-in vote, but respondents were seemingly mad about the Robinhood trading app as well. Electric truck startup Nikola, which was named last year’s worst company by the same publication also faced respondents ire.
Yahoo Finance even highlights, “At the same time, some critics, including conservatives, say Facebook over-policed the platform’s speech and stifled their voices.” Critics also blame Facebook and other social media platforms for not curbing hate speech that led to Capitol Building riots.
However, around 30 percent of Yahoo Finance readers said that Facebook or Meta could redeem itself. One respondent suggested that the company could issue a formal apology for negligence and donate a sizable amount of its profits to a foundation to help reverse its harm.
On the other hand, respondents chose Microsoft as the Company of the Year (2021). The Satya Nadella-led company touched the trillion-mark this year and introduced notable upgrades. The most notable is the Windows 11 OS update that succeeds Windows 10.
Facebook pays 1.7 Cr fine to Russia after failing to delete content Moscow deems illegal
In the latest legal tussle with Russia over controversial social media regulation laws, Facebook paid 17 million roubles (Rs 1.7 Crore) for failing to remove content deemed illegal by Moscow. With a threat of potential larger fines looming, Facebook parent company Meta, owned by Mark Zuckerberg, is scheduled to face court next week over repeated violations of Russian legislation on content, Interfax News Agency reported. As per the latest updates, the social media giant could be fined a percentage of its annual revenue.
In October, Moscow sent state bailiffs to enforce the collection of 17 million roubles. Meanwhile, as per Interfax report citing a federal bailiffs’ database, on Sunday, there were more enforcement proceedings against the company. Apart from the popular social media app, Telegram has also paid 15 million roubles in fines for failing to comply with the Russian social media legislations that came into force in 2016.
Facebook pays $53k to Russia for refusing controversial social media laws
It is pertinent to mention that Facebook has locked horns with Moscow earlier in November, resulting in it paying 4 million roubles ($53,000) over its refusal to adhere to Russian data localisation laws, the Moscow Times reported. The Moscow court on November 25 had said that Facebook paid the fine levied in February, following which all proceedings against the US-based social media giant. The payment comes against the litigation filed against the company in 2018, alongside Twitter. The tech companies were also forced to pay an additional 3000 rubles ($40) for failing to comply with user data sharing rules as per the law. The Russian authorities have also previously blocked LinkedIn, owned by Microsoft, for failing to abide by the laws.
Russian social media laws
As per Moscow Times, under the Russian social media regulation laws, all foreign technology companies are required to store data related to Russian customers and users on servers located in Russia. Additionally, the Russian tech companies will also have to share encryption data with the federal authorities as well as record user calls, messages and civil society group conversation records. The apparatus is said to be a severe breach of privacy rights and unfettered back-door access to personal data that could be used to harass Kremlin critics.
Facebook Messenger Is Launching a Split Payments Feature for Users to Quickly Share Expenses
Meta has announced the arrival of a new Split Payments feature in Facebook Messenger. This feature, as the name suggests, will let you calculate and split expenses with others right from Facebook Messenger. This feature essentially looks to bring an easier method to share the cost of bills and expenses — for example, splitting a dinner bill with friends. Using this new Split Payment feature, Facebook Messenger users will be able to split bills evenly or modify the contribution for each individual, including their own.
The company took to its blog post to announce the new Split Payment feature in Facebook Messenger. 9to5Mac reports that this new bill splitting feature is still in beta and will be exclusive to US users at first. The rollout will begin early next week. As mentioned, it will help users share the cost of bills, expenses, and payments. This feature is especially useful for those who share an apartment and need to split the monthly rent and other expenses with their mates. It could also come handy at a group dinner with many people.
With Split Payments, users can add the number of people the expense needs to be divided with and, by default, the amount entered will be divided in equal parts. A user can also modify each person’s contribution including their own. To use Split Payments, click the Get Started button in a group chat or the Payments Hub in Messenger. Users can modify the contribution in the Split Payments option and send a notification to all the users who need to make payments. After entering a personalised message and confirming your Facebook Pay details, the request will be sent and viewable in the group chat thread.
Once someone has made the payment, you can mark their transaction as ‘completed’. The Split Payment feature will automatically take into account your share as well and calculate the amount owed accordingly.
Tasneem Akolawala is a Senior Reporter for Gadgets 360. Her reporting expertise encompasses smartphones, wearables, apps, social media, and the overall tech industry. She reports out of Mumbai, and also writes about the ups and downs in the Indian telecom sector. Tasneem can be reached on Twitter at @MuteRiot, and leads, tips, and releases can be sent to firstname.lastname@example.org.