Instagram DM

What It Does

The Instagram connection brings the direct messages sent to your business account into Kolay DM. The bot answers them using your persona and knowledge base, and you follow every conversation in the Inbox and take over when needed.

Setup

1. Open Settings › Accounts in the panel and click Connect under Instagram Accounts.
2. On the Facebook screen that opens, sign in with the Facebook account your Instagram account is linked to.
3. Select the Instagram Business account you want to connect and approve the permissions.
4. Back in the panel you'll see a success message. Continue to the panel.
5. Optionally, turn on Import Past Conversations to bring your earlier messages into the panel.

How It Works

When a customer sends a DM, it lands in your panel within seconds. If the bot is on it replies; if it's off, the message waits for your answer. Each conversation shows the customer's name, profile photo and message history together. Everyone who writes to you is also added to the Contacts list.

Limits and Things to Know

• 24-hour rule: Instagram doesn't allow businesses to send free-form messages more than 24 hours after the customer's last message. After that, the customer needs to write again.
• To connect, the Instagram account must be manageable from the Facebook account you sign in with.
• If your plan covers one account, a second account requires an additional account plan. A message top-up does not increase the number of accounts.
• A password change or a security check requested by Facebook can pause the connection. If that happens, the panel takes you to Settings › Accounts; simply reconnect the account.