Instagram and Messenger
Instagram and Messenger are connected through the same Meta business page. Connecting one doesn't imply connecting the other, but both use the same authorization.
Instagram
Direct
Direct messages arrive in the Inbox like any other conversation: the channel's default queue, distribution, and the contact's history.
| Feature | Support |
|---|---|
| Text and emoji | Yes |
| Image, video, audio | Yes, with the provider's limits |
| Reactions and reply quoting | Yes |
| Shared post media | Yes |
| Interactive buttons and lists | According to the provider |
| Templates | No — Instagram doesn't use WhatsApp's template model |
Comment automations
A comment automation replies automatically when someone comments on a post or Reel:
- Choose the media (post) that triggers the automation.
- Define the trigger (word or expression in the comment).
- Write the public reply and the private message sent afterward.
- Activate the automation.
Each media item can have its own automation, and the screen lists the existing automations with the associated media.
Messenger
Messenger uses the Meta page and works as a standard conversation channel:
- text messages, media, and reactions;
- contact history linked to the Messenger profile;
- queue and distribution the same as the other channels.
Message window
Just like WhatsApp, Meta applies a message window for free replies. Outside it, the provider rejects the send: in that case, wait for the customer's interaction or use one of the features allowed by the provider.
Requirements
- Meta business account with the messaging permissions granted to the hub.
- The page and the Instagram account must be linked to each other.
- No other tool can be consuming the same webhooks — the connection is exclusive.
Quick diagnosis
| Symptom | Check |
|---|---|
| Comments don't generate a reply | Is the automation active and the media the correct one? |
| DMs arrive without a name | The Instagram profile doesn't expose a public name; rename the contact from the Inbox |
| Messages stop going out | The provider's message window is closed |
See also Connect a channel.