Instagram DMs

Your agent can answer Instagram direct messages with the same knowledge and rules it uses on WhatsApp and your website. Instagram DMs are part of Pro.

Connect

Open Instagram in the sidebar (on a phone: Settings → Instagram DMs) and press Connect Instagram. Sign in with the Instagram professional account of your business and allow messaging. When you come back, the account shows as connected.

How it works

• Every person who messages you becomes a contact in your CRM with the source "Instagram".
• The agent replies in plain text, in the language the customer writes in.
• Your team can take over and reply from Agent24; the reply goes out as a DM.
• Instagram has its own on/off switch, separate from WhatsApp.

Good to know

• Instagram voice messages are not transcribed yet; your team is told instead.
• Instagram only allows replies within a window after the customer's last message, like WhatsApp.