Instagram Direct Integration
Answer Instagram Direct messages from the shared Inbox.
Connect an instagram account
The Owner connects the company's Instagram professional account — directly via Business Login for Instagram, or through a Facebook Page it is linked to — so customer Direct Messages arrive in the shared Inbox.
Identify, disconnect or reconnect a connected instagram account
An Admin reviews a connected Instagram account's identity, disconnects it, or reconnects it after it stops working, without losing conversation history.
Manage several instagram accounts for the same company
A company with more than one Instagram professional account (e.g. one per brand) connects and administers each independently.
Detect a non-functional instagram integration
The system continuously verifies that a connected Instagram account can still send, receive and be notified of new messages, and tells the Admin precisely why it stopped working when it does.
Receive an inbound instagram direct message into the inbox
A customer's Instagram message — text, media, reaction, or a reply to a Story, Reel or Post — arrives through Meta's webhook and appears as a message in the shared Inbox.
Identify the instagram sender and create or associate the profile
The system resolves an inbound message's Instagram-scoped user id to a Contact, creating one when none exists.
Reply to an instagram direct conversation from the platform
An Operator replies to a customer's Instagram Direct Message from the shared Inbox, without opening Instagram itself.
Open the story, reel or post that a customer message replies to
An Operator opens the Story, Reel or Post a customer's message refers to, to understand what prompted it — even after a Story has expired on Instagram.
Initiate an instagram conversation within meta's permitted conditions
An Operator attempts to start a conversation with a customer on Instagram; since Instagram has no business-initiated free-send mechanism, the platform only allows this within an already-open window or points the Operator to another channel.
Block free-form sending once the meta 24-hour window has expired
The system prevents a free-form send once Instagram's 24-hour customer window has closed, and offers the Human Agent exception where Meta's rules currently allow it.
Withhold message types the instagram API cannot transmit
The composer refuses a content type or oversized media Instagram's Messaging API does not accept, before the Operator attempts to send it.
Handle a failed instagram send and resend the message
When Instagram rejects an outbound message, the failure is visible in the conversation and the Operator can resend it.
Enable or disable the ai assistant for instagram conversations
An Admin turns the AI Assistant on or off for one connected Instagram account independently of the company's other channels.
Give the ai the story, reel or post a message replies to as context
When assembling context for a Copilot suggestion or an Auto Reply, the system includes what the customer's message replied to, so the AI's answer can address it.