Instagram messages and story replies
Reply to Instagram messages in INSIDE with the story context your customer shared.
What it is
Instagram brings direct messages into INSIDE so you can reply from the conversation pane. Story mentions and story replies can include a reference to the story, helping you understand what the customer is asking about.
Who uses it and why
- Operators answer direct messages and review shared media and story context.
- Administrators arrange the connection with Powerfront and decide whether story mentions and replies should reach the team.
- Visitors keep using Instagram to contact your business and receive replies.
Where to find it
Open an Instagram conversation in INSIDE to read and reply. Powerfront manages the account under Settings › General Settings › Integrations, in Instagram.
How it works
- A customer sends your connected Instagram account a message, shares content, mentions it in a story or replies to a story.
- INSIDE imports supported content into the conversation. This includes text, shared content, images, audio, video and files. Shared locations appear as links.
- Story replies and mentions carry a story reference unless the corresponding ignore option is enabled.
- You reply in INSIDE. Configured automated questions can also present choices to the customer.
Messages sent from the Instagram account outside INSIDE can appear as account-side replies in the transcript. INSIDE checks message identity to avoid importing its own replies again. Unsupported content produces a notice in the conversation rather than the original content.
Read notifications and incoming reactions can update the conversation when Instagram supplies them.
Configure it
Ask Powerfront to connect the Instagram account and its linked Facebook Page. Powerfront can use the Meta login connection or configure Use custom Meta App with the app and Page credentials.
Ask Powerfront to set Ignore Story Mention and Ignore Story Reply independently. Both are off by default. Powerfront can also change the account's Business Hours, Virtual Assistant, Post Chat Survey and Service Levels options.
An ordinary account edit retains saved credentials. Reconnecting through Meta login checks permissions and the message subscription before saving the connection.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Instagram Integration | Settings › General Settings › Integrations | channel | On in the new-account editor; Off if absent from a saved account | Powerfront | Enables the selected Instagram connection. |
| Ignore Story Mention | Settings › General Settings › Integrations | channel | Off | Powerfront | Stops story mentions from being imported for this account. |
| Ignore Story Reply | Settings › General Settings › Integrations | channel | Off | Powerfront | Stops replies with story context from being imported for this account. |
| Use custom Meta App | Settings › General Settings › Integrations | channel | Off | Powerfront | Uses a separately configured Meta app for the account connection. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations | Yes | Identifies the Instagram account in INSIDE. |
| App Id | Settings › General Settings › Integrations | No | Identifies the custom Meta app when that connection option is used. |
| App Secret | Settings › General Settings › Integrations | No | Authenticates the custom Meta app connection. |
| Page ID | Settings › General Settings › Integrations | No | Identifies the linked Facebook Page used by the Instagram connection. |
| Page Access Token | Settings › General Settings › Integrations | No | Authorises messaging through the linked Page. |
Limits and good to know
- Choice lists support a single selection, with up to 30 buttons arranged across up to ten cards.
- Location requests, authentication requests and outgoing typing indicators are not supported by this integration.
- A story link does not guarantee that Instagram will continue to make the story available.
- Delivery still depends on the connected account's permissions and Instagram accepting the reply.
Depends on and works with
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Operator website and channel access determines which conversations they can handle.
- Attachments in conversationsEnhances
Supported media appears in the conversation.
- Messaging channel connectionsRequires
Instagram messaging needs a connected business account and its authorisation.
- Messaging conversationsRequires
Messages belong to a conversation for the selected Instagram account.
- Webhooks and message statusRequires
Provider notifications bring messages, reactions and read updates into INSIDE.
- Virtual Assistant tasks in messaging channelsEnhances
Virtual Assistant questions can use Instagram buttons and quick replies.
- Post-chat surveys in messaging channelsEnhances
The account can enable a post-chat survey.
FAQ and troubleshooting
Why are story mentions missing?
Ask Powerfront to check Ignore Story Mention for the receiving account. It can suppress mentions while leaving story replies enabled.
Why did a story reply not reach us?
Ask Powerfront to check Ignore Story Reply and the account's Meta permissions and message subscription.
Why can I see a notice instead of the customer's content?
Instagram marked the content as unsupported for its messaging integration. Ask the customer to send the details as text or a supported attachment.
Why has messaging stopped after an account change?
Ask Powerfront to check the access token, linked Page and Meta permissions. A routine edit does not reconnect an expired or revoked account.