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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.

When this happens: Instagram delivers a webhook event for a new Direct Message.

How it works

  • Delivers a webhook event carrying the message payload to FR-15's generic Instagram webhook route.
  • EasyCRM verifies the signature and resolves the connection from the payload's Instagram business account id.
  • Deduplicates on (ChannelConnectionId, ProviderMessageId); new events proceed.
  • Identifies the sender by IGSID and finds or opens the conversation (FR-25/FR-14).
  • Maps the content to a Message (text, image, video, audio, sticker, or reaction) and appends it.
  • Routes the conversation (FR-24) and pushes a real-time update to the Inbox (FR-23).

Other paths

Reply to a story, reel or post

At step 5 the payload references a Story reply, Story mention, Reel share or Post share. Populates Message.ExternalContext in addition to the message content.

If something goes wrong

Unrecognized content type

The payload's content type cannot be mapped to a supported Message.Type. The event is logged and skipped rather than corrupting the conversation with a malformed message.

Good to know

  • Ingestion is idempotent — replaying the same webhook event never duplicates a message.
  • A reaction, Story reply, Story mention, Reel share and Post share are all customer interactions that reopen the 24-hour window.