Instagram is developing a new product, Frequently Asked Questions (FAQ), that will allow people to start conversations with companies or creators’ accounts by selecting a frequently asked question in a chat.
The feature could be useful for companies that often answer customer questions about their products or services, or for creators who receive a series of requests received from fans or brands interested in collaborations, for example.
Those who already have the feature available report that they can create up to four questions that can be optionally displayed at the beginning of a conversation with other users.
Instagram = Facebook Messenger?
Introduction of the function highlights the trend of overlapping the Instagram messaging platform with Facebook Messenger, after the recent launch of the new Instagram messaging experience.
In September, Facebook announced that Instagram users will have the option to upgrade to a new message that now offers a number of Messenger-inspired features – such as the ability to change the color of the chat, to react with any emoji, to set messages to disappear and more.
The update also introduced cross-app communication between Instagram and Messenger platforms.
Business and creator accounts will receive the update
With these changes, it seems that Facebook is paving the way to make the Instagram messaging experience more and more similar to Messenger.
Currently, the Messenger application offers a similar FAQ option for Facebook page owners in the Autoresponders section of Messenger settings.
Here, page owners or administrators can set a series of frequently asked questions and their answers to these questions, which can be presented at the beginning of conversations with their page – just like this new feature on Instagram.
The Instagram FAQ option was seen earlier this year and is under development, but appears to be dedicated to Business accounts only, according to the app’s code.
However, new reports and screenshots from an Instagram user with access to the feature indicate that frequently asked questions will be available for creator accounts, in addition to those for companies.
Given that @thenezvm now has access to the feature, as the screenshots above show, the Frequently Asked Questions option could be in the early test or at the beginning of a larger test.
So far, Instagram has not provided any details regarding this feature.