Instagram

Instagram DMs

Handle Instagram Direct Messages and Story replies automatically with AI.

What It Does

When customers send a DM or reply to your Instagram Story, BotDesk's AI responds instantly. Perfect for businesses receiving high-volume Instagram inquiries.

Prerequisites

  • An Instagram Business Account (not personal)
  • Connected to a Facebook Page (required by Meta)

Setup Steps

Step 1: Ensure Business Account

  1. Open Instagram → Settings → Account
  2. Switch to Professional Account → Business
  3. Connect to your Facebook Page

Step 2: Connect in BotDesk

  1. Go to Deploy → Instagram in BotDesk
  2. Click "Login with Facebook"
  3. Select your Facebook Page (which is linked to Instagram)
  4. Grant access to Instagram messages

Step 3: Enable Messaging Access

In the Instagram app:

  1. Go to Settings → Privacy → Messages
  2. Under "Connected Tools", ensure access is allowed

Capabilities

  • Auto-reply to DMs
  • Respond to Story Replies and Mentions
  • Send rich media (images, links)
  • Escalate to human when needed

Limitations

  • No proactive outreach: You can only reply to users who message you first
  • 24-hour window: Similar to WhatsApp, Meta limits replies to 24-hour windows
  • No group chats: Only 1:1 DMs are supported
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