WhatsApp, Messenger and Instagram: the rules we follow, and you do too

This policy applies to every agency that connects WhatsApp, Messenger or Instagram to Flyby. It adds to our Terms of service and sits alongside Meta's own terms and policies, which always apply to your use of Meta's platforms.

If this policy and Meta's rules ever differ, Meta's rules win, and we'll update this page.

• Your agency creates and owns a Meta app, and connects it to Flyby with a permanent system-user token. Your WhatsApp number, Facebook Page and Instagram account stay registered to your agency.
• Meta sends incoming messages to Flyby by webhook. We verify the signature of every webhook with your app secret before processing it.
• Access tokens and app secrets are encrypted at rest with AES-256-GCM.
• Flyby only accesses the messaging data needed to provide the Service: receiving messages, replying, and showing conversations in your inbox.
• You can disconnect a channel at any time and remove its credentials from Flyby.

Meta only allows businesses to send free-form messages for a limited time after a customer's last message. Flyby enforces these windows automatically, for both the AI and your team.

Each platform has its own details. Choose a platform to see how it connects, what's allowed when, and the policies that apply.

• Reply to customers who messaged you first
• Tell customers they're chatting with your agency's assistant and that a person can take over
• Stop messaging anyone who asks you to
• Collect only the details you need for their trip

• Import contact lists and message them
• Message numbers you bought or scraped
• Add customers to broadcasts without clear opt-in
• Use a conversation for unrelated promotions after it ends

On WhatsApp, the customer opening the chat lets you reply within the window. Marketing messages outside it would need explicit opt-in and approved templates, which Flyby doesn't send yet.

Besides everything Meta's policies prohibit, you must not use your connected channels through Flyby to:

• Sell fake visas, forged documents or "guaranteed" visa approval
• Advertise prices you won't honour, or hide mandatory fees
• Offer Hajj or Umrah programmes without the required licence or permit
• Sell trips, hotels or flights you aren't authorised to sell
• Promote unlawful travel, smuggling or irregular migration
• Ask customers for card numbers or passwords in chat
• Send threatening, discriminatory, sexual or misleading content
• Impersonate another agency, airline, embassy or Meta

• The agent is a business assistant for your agency's travel services. It answers about your packages and services and qualifies leads. It isn't a general-purpose chatbot.
• It replies only within the 24-hour window. When a conversation needs a person, it hands over to your team.
• When a team member replies or takes over, the AI stops. Your team handles anything after 24 hours, using the human agent tag on Messenger and Instagram where approved.
• If your AI quota runs out, the AI pauses and new chats go to your team.

• Creating and maintaining your Meta app, passing App Review for the permissions you need, and completing Business Verification.
• Your WhatsApp Business Account, phone number, display name and quality rating, and your Facebook Page and Instagram account.
• Any restriction, limit or ban Meta applies to your number, account, Page or app.
• Adding a valid payment method in Meta for messaging fees.
• The content of your catalog and of every message your team sends.

• Enforces the messaging windows automatically and blocks sending when a window is closed.
• Keeps your credentials encrypted and verifies every webhook.
• Shows your team the window state in each conversation so they know what's allowed.
• Follows Meta's changes. When Meta updates its rules, we update the product and this page.
• May pause a channel or the AI on an account if we see a clear breach of this policy or of Meta's rules, and will tell you why.

Meta may charge for messages and conversations depending on the platform, country and message type. These fees are billed by Meta directly to your agency's own Meta or WhatsApp Business account.

You can disconnect any channel from your settings at any time. When you do, we stop receiving and sending messages for it and remove its credentials from Flyby. Conversations already in your inbox stay there until you delete them or close your account, as described in our Privacy policy. You can also remove Flyby's access from your Meta Business settings.

Meta updates its platforms and policies regularly. We'll follow those changes, which may mean changing features, limits or this policy without much notice when Meta requires it. For our own material changes, we'll notify owners in advance.

Questions about connecting your channels: support@flyby.world.

These are Meta's own documents. They are the final word on what's allowed on their platforms.