Instagram is a free photo-sharing and social network platform owned by Meta. Connect an Instagram Business Account to respond.io to chat with customers and manage every direct message in one Inbox. This overview covers Instagram pricing, conversation capture, Channel capabilities, the messaging window and Channel limitations. Learn how to connect your Instagram Business Account to respond.io to get started.
Pricing
Instagram is free to use.
Capturing conversations
Instagram offers several ways to help customers find you on the app and initiate a chat:
Chat links: A shortened URL in the
https://ig.me/m/usernameformat to add to your website or newsletters. When customers click the link, they are directed to your Instagram Inbox.QR codes: A QR code to place in physical locations such as hotels, restaurants or malls. When customers scan the code, they are directed to your Instagram Inbox.
Chat widget: An Instagram Widget to add to your website to direct customers to your Instagram Inbox.
Click to Instagram Direct Ads: Instagram ads placed across Facebook, Facebook Messenger and Instagram. When customers click the ad, they are directed to your Instagram Inbox.
Channel capabilities
Learn more about the capabilities of Instagram:
Supported file types
Instagram supports these file types and maximum file sizes:
Image (8 MB)
Video (25 MB)
Voice Message (25 MB)
Unsupported messages display a fallback with Unsupported Message or Custom Payload text and Type, if available.
Any unsupported file type, or files exceeding the maximum size sent via Instagram, are automatically converted into a URL link on the respond.io platform.
When a Custom Payload arrives, click Show More to view the JSON payload of the message.
Examples of unsupported messages
Deleted messages
Instagram profiles
Instagram avatars
Live messages
Reels
Message status availability
The table outlines the availability of message statuses on Instagram.
Message Status | Availability |
|---|---|
Sent | Available |
Delivered | Available |
Read | Available |
Failed | Available |
Messaging window
Instagram doesn't allow sending messages after 7 days since the last Contact reply. Reply only after the Contact has sent a message.
Messages sent 24 hours after the Contact's last message are tagged with the HUMAN_AGENT tag.
Rate limits
A rate limit is the number of API calls an app or user can make within a given time period defined by the Channel. Learn more about the rate limits for this Channel.
Open conversations for Story replies
The open conversations for Story replies toggle controls whether replies and reactions to your Instagram Stories open a conversation in the platform.
When toggled on: Story replies and reactions open a conversation.
When toggled off: Replies and reactions to your Stories will not open a conversation.
This toggle only applies to Story replies and reactions. Liking or commenting on a Story does not open a conversation.
For newly connected Instagram Channels, this toggle is enabled by default.
To use this toggle:
Go to Channels > Instagram and click Manage.
Navigate to Story Replies.
Turn the open conversations for Story replies toggle on or off.
Anyone who replies or reacts to your Instagram Stories becomes a Contact on respond.io, whether the toggle is on or off.
Channel limitations
Broadcasts
Due to Instagram’s limitations, you cannot send a Broadcast through this Channel.
Vanish mode
Instagram API does not support Vanish mode. If you use Vanish mode, no messages are received on the respond.io platform.
FAQ and troubleshooting
Do you support message requests?
Instagram provides no webhook event for message requests. Change your privacy settings to make sure all chats go directly to your Inbox.
Can I create a link to direct my customers to my Instagram Inbox?
Yes. Use a chat link or an ig.me URL that directs customers to your Instagram Inbox. The customer is redirected to a new or existing thread based on whether the customer had previously messaged your Instagram account. Learn more about creating an Instagram chat link.
Why is the Contact's name on Instagram displayed as a series of numbers?
This happens when the Instagram user hasn't set a name in their Instagram profile or bio settings.
Without a name set, Instagram does not send respond.io a value for the name field, so a generic numeric ID is displayed instead.
Why am I unable to view the Quick Replies buttons?
Due to the Channel’s limitation, the Quick Replies buttons cannot be displayed on the Instagram web or desktop app.
Why is my Instagram Business Account unable to send or receive direct messages?
Your Instagram Business Account has been restricted by Meta for up to 30 days due to a policy violation. During the restriction, you cannot send or receive direct messages through Instagram, and outbound messages may fail with an "Invalid message id" error.
Error messages you may see
On Instagram: "You can't use direct messaging for 30 days"
On respond.io: "Instagram: Based on previous use of this feature, your account has been temporarily blocked from taking this action."
An "Invalid message id" error when sending an outbound message
What to do
Check your Instagram account status for an active restriction.
Submit an appeal through Meta Business Home, or open your Support Inbox in the Instagram app (Support Requests > Violations) and tap Request review.
Wait for Meta's review — restrictions can lift automatically once the period ends. Track the review status in Account Status or the Support Inbox.
