This channel is on the Full plans, not on Lite. See the plans

Instagram

Receive and answer the direct messages of an Instagram professional account in the shared inbox.

Before you start

An Instagram professional account (Business or Creator). To switch: Instagram app → Settings and activity → Account type and tools → Switch to professional account.
That account must be linked to a Facebook Page that you manage. In Instagram: Edit profile → Page.
A Facebook account that can manage that Page, to log in with.
About two minutes. There is nothing to copy or paste.

1. Allow access to messages

Instagram sends nothing to any app until you allow it. This is the most common reason that no message arrives.

In the Instagram app open Settings and activity → Messages and story replies → Message controls.
Open Connected tools and turn on Allow access to messages.

2. Connect with Facebook

An Instagram professional account connects through the Facebook Page it is linked to. You pick the Pages in a Meta window and KonekSip does the rest.

Open Platforms → Instagram and press Add Channel.
Press Continue with Facebook.
In the Facebook window pick the Pages whose Instagram account you want to connect and confirm. Each account becomes one channel named after it (for example @yourshop).

Pages without a linked Instagram professional account are skipped, and so is an account that is already connected. If a channel stops working later, open it and press Reconnect with Facebook: its chats and API key stay. To pause a channel, press Disconnect on its page: it stops sending and receiving, and Reconnect with Facebook brings it back.

A connected account on the Instagram page.

3. Send a test message

From another Instagram account, send a direct message to your professional account. It appears in the Inbox, and First message received turns green. Reply from the Inbox.

Message requests

Messages from people you do not follow arrive in Instagram’s Requests folder. They are delivered to KonekSip like other messages as long as access to messages is allowed (step 1). Meta applies its own rules to answering a request, for example limits before the person replies. If a reply is refused, KonekSip shows Meta’s reason.

What works

Text and media (images, video and audio) in both directions.
Replies up to 24 hours after the customer's last message.
Story mentions, shared posts and reels arrive as a labelled link. A message the customer unsends is ignored.
Replies you send from the Instagram app, read marks and reactions.
Not available on Instagram: buttons, templates, edit, delete, campaigns and phonebooks.

Comments on posts

Comments on the posts of your Instagram account appear in the Inbox, in the conversation of the person who wrote them, marked Comment on a post. Comments written by your own account are ignored.

A comment on a post, in the conversation of the person who wrote it.

Open the … menu of a comment. Reply to comment answers publicly under the post. Reply privately sends the person a direct message about it.
Meta allows one private reply per comment, and only within 7 days of the comment.
Comments never start auto responders or AI replies, because those would answer by direct message.
Comments need extra permissions when you log in with Facebook. If none arrive, open the channel, press Reconnect with Facebook and allow every permission.

Answering a comment with a private reply.

Troubleshooting

What you see	Likely cause	What to do
Nothing arrives at all	Allow access to messages is off in the Instagram app.	Turn it on (step 1).
I do not see my Page in the Facebook window, or it is skipped	The Facebook account does not manage the Page, or the Instagram account is not a professional account linked to it.	Link the account to the Page in Instagram, log in with an account that manages the Page and tick it.
Disconnected, or The access token is invalid or has expired (code 190)	The person who connected the account changed their password, lost access to the Page, or removed the app in their Facebook settings.	Open the channel and press Reconnect with Facebook.
Connected, but no messages	The link with Meta was interrupted.	Press Reconnect with Facebook. If nothing arrives after that, contact support.
Replies fail for a message request	Meta limits answers to message requests.	Wait for the person to reply, then answer again.
The 24-hour reply window has closed	The customer last wrote more than 24 hours ago.	Wait for the customer to write again.

Need Help?

If you have questions or need assistance, our support team is here to help.

Contact Support