Messenger and Instagram send the customer's profile photo, so the Inbox shows it in the chat list and in the chat. WhatsApp never gives a customer's photo to businesses, so WhatsApp chats show the first letter of the name in a coloured circle instead.
Where to find it
Admin › CRM › Inbox › Inbox, in the chat list and at the top of each chat. There is nothing to set up.
How it works
- A Messenger or Instagram customer writes. When their message arrives, the panel asks Meta for their profile photo.
- The panel keeps its own copy. Meta's photo links stop working after a while, so the photo is saved in your store's own private folder.
- It is checked again later. The photo is asked for again at most once every 7 days, when the customer writes. A new profile photo shows after that.
Example: at Rangdhanu Fashion, a Messenger customer shows her photo next to her name. A WhatsApp customer, 01XXXXXXXXX, shows the letter "R" for Rahima.
Which chats get a photo
| Chat | Photo |
|---|---|
| Messenger | Yes, when Meta gives it |
| Yes, when Meta gives it | |
| No, the first letter | |
| Post comments | No, the first letter |
| Website chat | No, the first letter |
Good to know
- Private, like the chat's files. The copy opens only for people who may open that chat: the seller who has it and people with Inbox — every chat.
- Not every customer has one. If Meta gives no photo for a customer, or the picture is not an image or is bigger than 2 MB, the letter stays.
Common problems
- A Messenger customer shows a letter. Meta did not give a photo for them yet. Wait for the customer's next message; the photo is asked for again at most once a week.
- An old photo shows. The customer changed their photo recently. It is updated the next time they write after 7 days.
Related
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