Instagram Developing FAQ Feature to Streamline Business and Creator Messaging
Instagram is reportedly testing a new Frequently Asked Questions (FAQ) feature designed to help businesses and creators automate common customer inquiries. The tool, reminiscent of Facebook Messenger’s existing FAQ system, allows users to initiate conversations by tapping pre-set questions in direct messages.
Key Features of Instagram’s FAQ Tool
- Pre-set questions: Accounts can create up to four customizable FAQs
- Conversation starter: Questions appear at the beginning of new chats
- Dual availability: Currently testing for both business and creator accounts
Image credit: @thenezvm
Why This Matters for Businesses and Creators
This development represents Instagram’s continued efforts to enhance its messaging capabilities, particularly for professional accounts that regularly field similar inquiries:
- For businesses: Streamlines customer service by addressing common product/service questions
- For creators: Simplifies collaboration requests and fan interactions
- Time-saving: Reduces repetitive manual responses to frequent queries
Instagram’s Messaging Evolution
The FAQ feature marks another step in Instagram’s messaging platform convergence with Facebook Messenger. Recent updates include:
- Cross-app communication between Instagram and Messenger
- Messenger-inspired features like:
- Custom chat colors
- Expanded emoji reactions
- Disappearing messages
Image credit: @thenezvm
Development Timeline and Availability
First spotted in development in September 2020, the feature was initially believed to be exclusive to business accounts. However, recent reports from users like @thenezvm and social media consultant Matt Navarra confirm testing has expanded to include creator accounts.
“Instagram has rolled out FAQs feature to more users” - Matt Navarra
While Instagram has not officially commented on the feature’s rollout, its similarity to Messenger’s existing FAQ system suggests a strategic alignment between Facebook’s messaging platforms. The tool could significantly improve efficiency for accounts managing high volumes of incoming messages.
