What it is for
Receive and reply to the company’s Instagram direct messages in Chats, with the Instagram badge. The channel text on the screen says “Direct messages and comments.”Who can use it
The Owner and Admins connect it. For other roles, the button is disabled. Everyone, in every role, can see the Instagram status. It appears if the agency enabled the Instagram module for the organization. The agency must also have linked an Instagram instance to the organization.Where to click
Settings › Channels. On the Instagram row (or card), the Connect (or Reconnect) button opens the provider’s login.Step by step
1
Open Settings › Channels
Find the Instagram channel. If the status is Waiting for connection, the button is Connect.
2
Click Connect
The system takes you to the provider’s login. Sign in with the company’s Instagram account.
3
Come back to STChat
“Channel connected.” appears and the status changes to Connected.
What happens next
Direct messages arrive in Chats. Under Manage you see the account, the Last sync, and the event timeline. Instagram rules in the system:- You can reply up to 24 h after the customer’s last message. After that, the reply field closes and only comes back when the customer writes again.
- You can send text, image, audio, video, and files.
- There are no approved templates on Instagram.
Common errors
- “The connection was canceled at the provider.”: the login was closed before it finished. Click Connect again.
- “The login expired before finishing. Connect again.”
- “Only the organization Owner or Admin can connect.”
- “This inbox has no instance yet. Ask your agency to link it.”
- “This inbox is blocked. Talk to your agency.”
- “This channel’s module is off for the organization. Ask your agency to turn it on.”
- “Login again”: Meta asked for a new login. Use Reconnect.
- “This account was connected without the messages permission. Ask the agency to log in to Meta again to enable it.”