Instagram inbox

Once Instagram is connected, every DM you receive lands in Messages, next to your WhatsApp chats. Your team answers Instagram customers without opening the Instagram app.

Answer an Instagram DM

Open Messages
In the left sidebar, click Messages.
Click the Instagram tab
At the top of the chat list, click Instagram. The list now shows only Instagram chats, each with a pink IG badge. The tab only shows once Instagram is connected.
Open a chat
Click a chat. The messages open on the right. Next to the name you see how long you can still reply, for example 23h left.
Instagram chats in Messages
Type your reply and send
Type in the reply box at the bottom and click Send. To send a photo or video, click + next to the reply box. You can also record a voice note with the microphone.

Everything else works like a WhatsApp chat: tags, notes, assigning the chat to a teammate, and resolving it. See Conversations.

Messages needs WhatsApp

The Messages inbox opens once a WhatsApp number (or RCS) is connected. With only Instagram connected, it asks you to connect WhatsApp first.

See who you are talking to

Click the contact details button at the top right of the chat. The panel shows the customer's Instagram handle, like @priya.s_kolkata, an Instagram badge, their tags and other details.

The contact details panel for Priya S with the handle @priya.s_kolkata, an Instagram badge and the tag instagram-lead — Instagram contacts show their handle, not a phone number

What you can send

You can send	You cannot send
Text	Documents such as PDFs or Word files
Photos (JPG, PNG)	iPhone HEIC photos. Convert them to JPG first
Videos	WhatsApp templates
Voice notes and audio

Photos, videos and audio from customers show in the chat as they arrive.

When you can reply

Instagram decides when you may reply, based on the customer's last message:

Since their last message	What you see	What you can send
Up to 24 hours	A time pill like 23h left	Anything
24 hours to 7 days	A red pill like 3d 18h	Replies are sent as a person replying (human agent), for support only
More than 7 days	No reply box	Nothing, until they write again

See Messaging windows for pictures of each state.

Comments and DMs

A comment on your post does not open the reply window. Only a DM from the customer does. But the DM your comment rule sends is always allowed, because it answers their comment.

Automations and the inbox

Both use the same connection:

Comment rules and automations send the first DM, or answer common questions.
Messages is where the conversation continues with your team, whether it started from an automation or from the customer.

Replies from the inbox follow the same reply-window rules.