Welcome to your go-to guide to setting up and managing your Instagram Direct Messages.
Instagram DM Set Up
Ensure you have enabled the appropriate settings in the native app.
Re-authenticate both your Facebook pages and Instagram Business Accounts. It is important that you reconnect both
Upgrade your Instagram app to the latest version
Navigate to Settings for your Instagram Business Profile
Toggle Allow Access to Messages under Connected Tools to ON
NOTE: If you’re using advanced connected tools like the inbox in Creator Studio or Meta Business Suite. You may see a one-time pop up in your Instagram app (image below)
If you tap Don’t Allow, or use advanced connected tools, like the inbox in Creator Studio or Meta Business Suite, then you must update the setting that controls your DM access.
You must reconnect both your Instagram and Facebook accounts to obtain the new Direct Message permissions.
Go to Account - Social Connections.
Click on the Owned connections tab
Under the ellipses click on “Reconnect” for both Facebook pages and Instagram business accounts
Doing this ensures that we get the permission added from Facebook for Instagram Direct Messages
Engaging with your DMs
Direct messages feature includes the ability to respond to Direct messages, Story replies, and Story mentions. Part of this release also includes the ability to respond to direct messages for up to 7 days. Previously the limit was set at 24 hours. The expansion to 7 days includes both Facebook private messages and Instagram direct messages.
Instagram Direct Messages includes the same workflow and filtering options that other messages types include.
To access select the Instagram Direct Messages option:
Direct messages, story replies, and story mentions will all filter into this category.
You have up to 7 days to respond to any direct messages. There will be a warning once the 7 day period is within hours of elapsing.
Once the 7 days period has passed a banner will appear at the top of the thread.
Attempting to respond will result in pop up message:
Story replies/mentions will include a screenshot of the Story up until it expires (24 hours):
Once that occurs a message will appear that states “24 hour time limit passed"
Are primary, general, and message requests included in Conversations?
Yes. There is no distinction between these categories and they all appear as an Instagram DM in conversations, even if they don’t approve the request in native.
If a Facebook user without an Instagram profile messages my brand via Messenger, will that appear Conversations?
No. Due to an API limitation, this message won’t appear in Conversations
What media assets will I see in Instagram Direct Messages and Story Replies?
You will be able to read text, view emoji reactions, and view images shared through IG DMs and story replies as normal.
Due to Instagram API limitations, gifs, voice recordings, and stickers are not supported. You will see a notification “Unsupported Asset” for these media types in Conversations.
Need more help? Feel free to reach out to us via Live Chat or check out our Customer Community.
Find answers and get help from Meltwater Support and Community Experts.