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 from Story interactions
This setting lets you choose whether specific Story interactions will open a conversation. When turned off, the Story interactions appear in the Inbox without opening a conversation.
Anyone who replies or reacts to your Instagram Stories, or mentions you in their Instagram Story, will become a Contact on respond.io, whether these toggles are on or off.
Toggles are on by default for new Instagram Channels, and off by default for existing ones.
If a Story has expired or been deleted, it appears as "Story unavailable" in place of the Story image — for both Story replies and Story mentions.
Story replies
The Story replies toggle lets you control 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.
The Story replies toggle applies to replies and reactions only. Liking or commenting on a Story does not open a conversation.
Story mentions
The Story mentions toggle lets you control whether people who mention you in their Instagram Story open a conversation in the platform.
When toggled on: Story mentions will open a conversation.
When toggled off: Story mentions will not open a conversation.
When a Story mention arrives, it shows up in your Inbox as a message with the text "Mentioned you in their story," along with the Story you were mentioned in.
Managing Story interactions
To turn Story replies or Story mentions on or off:
Go to Channels > Instagram and click Manage.
Select Story Interactions.
Navigate to Open conversations from Story interactions.
Turn the Story replies or Story mentions toggle on or off.
If a Story image or video doesn't load in the conversation, click the reload button to try again.
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.
Does viewing a conversation in respond.io mark it as read on Instagram?
Yes. Viewing an Instagram conversation in the Inbox marks it as read in the Instagram app. A reply isn't needed for the conversation to be marked as read.
Why does a Story reply or mention show "Story unavailable"?
Instagram Stories are only available for a limited time and can also be deleted by the person who posted them. Once a Story is no longer available on Instagram, respond.io can't retrieve it, so it's replaced with "Story unavailable".
Why can't I see a Story image or video?
Story images and videos can occasionally take a moment to load. If one doesn't appear right away, click the reload button, so you can view the full Story content.
Why don't all my Story mentions show up in my Conversations report?
Story mentions only count toward your Conversations report if the Story mentions toggle is turned on.
