Instagram messaging

Answer Instagram messages as a team.

Messages, story replies and reactions sent to your professional Instagram account land in your inbox, and your team answers from the same screen as WhatsApp and live chat.

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Connects with Facebook Login

Illustrative Instagram conversation: a story reply, the customer's question and the agent's answer.

Illustrative inbox list: Instagram conversations, with the panel's fallback «Ziyaretçi» (Visitor) name where no name arrived, in the same list as WhatsApp and live chat conversations.

Illustrative interface. Names and messages are examples. The inbox interface is in Turkish today.

Content

What works today

Content that arrives from and goes to Instagram, including what Meta's current permissions limit.

Content types on Instagram
Content	Incoming	Sent from the inbox	Sent through the API
Text	Yes	Up to 1,000 bytes	Up to 1,000 bytes
Quick replies	Yes	No	Yes
Reactions	Yes	No	Heart only
Images and video	Yes	Off for now	Off for now
Story replies	Yes; the story file isn't downloaded	Not applicable	Not applicable

Incoming media is kept for 90 days. Documents are never sent to Instagram.

Teamwork

Instagram in the same inbox

A message from Instagram reaches your team under the same rules as your WhatsApp and live chat conversations.

One list

Instagram conversations sit in the same views as your other channels, and new messages reach your screen within 1 second.

Take and assign

An agent takes the conversation or an admin assigns it, so every conversation has an owner. Auto-assignment isn't available for Instagram conversations today.

Canned replies and tags

Answer common price and stock questions with / canned replies, and group conversations with tags.

Guide: the WhatsApp Business app or a team inbox?

Setup

How you connect

You connect your Instagram account by signing in with Facebook, and the UPPU team enables the channel for your workspace.

Prepare your account
Your Instagram account needs to be a professional account linked to a Facebook Page.
Our team enables Meta channels
The UPPU team enables the Instagram and Messenger channels for your workspace.
Sign in with Facebook
In the panel you sign in with Facebook and choose your account; from then on, messages land in your inbox.

Plain talk

Good to know

What Instagram messaging doesn't do today.

Where data is stored and how it passes through Meta

Sending images or files to Instagram is off for now. Agents reply with text from the inbox; quick replies and a heart reaction go from your system through the API.
Documents are never sent to Instagram.
Contact names may not arrive.
Under Meta's rules you send your reply within 24 hours of the customer's last message.
There's no comment management; UPPU brings direct messages into the inbox.

What language is the interface in?

The inbox interface is in Turkish today. The live chat widget your visitors see speaks Turkish and English, and API error messages come in either language. Talk to us and we'll walk you through it.

What arrives from Instagram, and what can I send?

Text, quick replies, reactions, images and videos, and story replies land in your inbox; the story file itself is never downloaded. Your agents reply with text (up to 1,000 bytes) from the inbox; quick replies and a heart reaction can be sent by your system through the API. Sending images or files to Instagram is off for now.

Will I see the customer's name on Instagram?

Not always. Because of Meta's permissions the name may not arrive automatically; the conversation then shows a fallback name such as «Ziyaretçi 7KQ2» (Visitor 7KQ2). Your agents can edit the contact's name in the panel.

Is there a 24-hour window on Instagram?

Yes. Under Meta's rules you send your reply within 24 hours of the customer's last message. Instagram has no WhatsApp-style templates for writing after the window.

How do I connect my Instagram account?

Your account needs to be a professional account linked to a Facebook Page. The UPPU team enables Meta channels for your workspace, and then you connect the account with Facebook Login. Before you connect, note that your Facebook Page's moderators can see and reply to Instagram messages.

Answer Instagram messages with your team, starting today.

Talk to us, or start a free trial (the interface is in Turkish today).