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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.

When this happens: Operator types a reply in the conversation and sends it.

Step by step

  1. 1

    Open the conversation with *@customer_handle* in the Inbox.

  2. 2

    Types a text reply and clicks Send.

    EasyCRM checks the message against the capability declaration and the window. EasyCRM sends via the Instagram Send API, persists the Message as Sending, then updates DeliveryStatus from provider confirmation. Reflects the sent message in the conversation in real time.

Other paths

Reply with media

Attaches an image or file within the declared limits instead of, or alongside, text.

Reply to a specific earlier message

Click Reply on a specific earlier message; the outbound message sets ReplyToMessageId.

If something goes wrong

Send rejected by instagram

Instagram rejects the send (e.g. Rate limited). Sets Failed with the provider's reason; the Operator can resend.

Good to know

  • Outbound messages are validated against the capability declaration before sending.
  • A reply outside the open window is blocked unless the Human Agent exception applies.