Receiving and answering direct messages from a professional account.
Answer the direct messages of your professional Instagram account, Business or Creator, from the Wrap inbox.
Requirements
Have this ready before you connect the channel:
- A professional account, not a personal one.
- Instagram Login as the way in, not a Facebook page.
- A Meta app with the Instagram API.
Credentials
Paste these credentials into the credentials tab and Wrap stores them encrypted:
- Your Instagram app's credentials.
- A long-lived token. Rotate it and Wrap detects the account id again on its own.
- A verify token you choose, for the webhook.
The webhook
Set the webhook up once for the app, not once per account. In Meta's console, under App → Webhooks → Instagram, paste the URL Wrap shows you and use the verify token from the credentials tab.
Wrap subscribes the account to the messages field when you save the token. Without that subscription, Meta delivers no messages and says nothing about it.
You do not paste the account id by hand either: Wrap derives it from the token.
If the token does not work, because it expired, was mis-copied or lacks scopes, Wrap does not create the channel and the error says why. If the only thing that fails is the subscription, Wrap still saves the channel: save the token again to retry.
Contact identity
Expect one contact per Instagram account that writes to you. Instagram hands over a user id scoped to the account. The same person writing from two different accounts arrives as two contacts, because there is no way to know they are the same.
Wrap stores that id as an Instagram identity on the record.
Windows
Reply inside the window the customer opens by writing to you. Instagram runs two: the standard 24 hours and the 7-day human agent one. When both close, wait for the customer to write to resume. See Messaging windows.