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Connect an Instagram professional account so Instagram Direct messages arrive in your inbox and your team can reply from the conversation thread.

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Before you connect

Your Instagram account must be a professional (business or creator) account linked to a Facebook Page you manage. The connection uses Facebook Login and the Page you choose.

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Connect an account

1

Open Instagram settings

In the agent console, go to Settings → Channels → Instagram.
2

Connect account

Select Connect account and sign in with Facebook. Grant access to the Page and its linked Instagram account.
3

Confirm it's active

The account appears in the list as active once connected and subscribed to message updates.
Incoming DMs, story replies, and story mentions show up as conversations, identified by the customer’s Instagram username.

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The reply window

Instagram lets you reply for free for 24 hours after the customer’s last message. Replies sent between 24 hours and 7 days are delivered using the human-agent tag, which Adraa Inbox applies automatically. After 7 days the window is closed and the customer has to message you again before you can reply.
If you try to reply after the window has closed, the send is rejected with a message explaining why. Nothing is lost — the draft stays in the composer.

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What you can send

  • Text replies
  • Images, video, and audio

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Teams

From the Instagram settings page you can also create and manage teams — named groups of agents you route conversations to and scope quick replies by. Teams are shared across the workspace, so a team you create here is available everywhere, including the WhatsApp and Email channels.