Instagram messaging

Instagram DMs, story replies and mentions can be handled by the same agents who work WhatsApp and email, on the same contact record.

Requirements

• An Instagram professional (business or creator) account.
• A linked Facebook Page.
• Message access enabled in the Instagram app.

Steps

1. Convert the account to professional and link the Page.
2. Enable message access in privacy settings.
3. Authorise the connection in Settings → Channels → Instagram.
4. Route the channel to a team.

Behaviour to know

Instagram enforces a reply window on inbound conversations, and story replies expire with the story. Media received is stored on your instance under your retention policy.

Steps at a glance

1. Convert to a professional accountThe Instagram account must be a business or creator account linked to a Facebook Page.
2. Enable message accessAllow access to messages in the Instagram app privacy settings.
3. Authorise the connectionAuthorise Arino One from Settings → Channels → Instagram.
4. Route the inboxAssign the Instagram channel to the team that should handle it.