Instagram & Messenger

Let your agent answer Facebook Messenger and Instagram DMs alongside WhatsApp — all in one inbox.

* Meta's rules apply. WhatsApp, Instagram and Messenger run on Meta's platform, so Meta's rules apply: Meta's business terms and messaging policies, message templates approved by Meta, and Meta's own charges for messages, billed to you by Meta. Meta can limit or block a number or account that breaks its rules. Please read Meta's terms before connecting: WhatsApp Business Terms · WhatsApp Business Messaging Policy · Meta Commerce Policies · WhatsApp pricing · Instagram Terms.

One-time platform setup (owner)

The platform owner connects the Meta app once under Settings → Messenger / Instagram: add the App ID & App Secret, generate a verify token, and register the webhook in Meta (subscribe to messages, messaging_postbacks and Instagram messages).

Connect your Page & Instagram

  1. Go to Channels and choose Connect Messenger / Instagram.
  2. Log in with Facebook and pick the Page (and linked Instagram account).
  3. Assign the agent that should reply.

Incoming DMs now flow into your Live Chat inbox, and your agent replies automatically — with you able to take over any time.

ℹ️ Instagram messaging needs a Professional/Business Instagram account linked to a Facebook Page, plus Advanced Access approval on the Meta app for the messaging permissions.

Comment automation: turn a reel into conversations

Someone comments a keyword on your post or reel and the bot sends them a direct message within seconds — optionally replying publicly under the comment too, which shows other viewers that it works.

A rule has four parts: which post (a specific one, or every post), which keywords (or none, to catch any comment), an optional public reply, and the DM itself — fixed text, or a flow if you want to ask a question and capture the answer.

  • A rule for a specific post wins over a catch-all, so a campaign will not fight your general rule.
  • Each comment is claimed once, so an enthusiastic commenter is not messaged repeatedly.
  • Say the keyword in three places: the first seconds of the reel, the caption, and a pinned first comment.
⚠️ Instagram only allows a private reply within 24 hours of the comment, and there is no way to message followers who never wrote to you. Keep the volume sane and vary the copy — identical messages to thousands of accounts look like spam whatever the feature permits.

The first DM should deliver exactly what the caption promised, then ask one question. Asking for a name before giving anything is where most people stop replying.

Frequently asked questions

Can I message people who liked a post but did not comment?
No. Instagram only permits a private reply in response to a comment, story reply or direct message. Tools promising to message followers or likers operate outside the platform and put the account at risk.
What happens if the same person comments twice?
Each comment is claimed once, so they receive a single message. That matters on a reel that performs well, where people often type the keyword several times.
Can Convo360 reply to Instagram DMs?
Yes. Connect your Instagram Professional account (linked to a Facebook Page) under Channels, assign an agent, and DMs are answered automatically in your unified inbox.
Do Messenger and Instagram share the same inbox as WhatsApp?
Yes — all channels land in one Live Chat inbox, and you can take over from the bot on any of them.