Connect Instagram Direct Messages to your inbox
Wexio integrates with Instagram via the Meta Graph API. Once connected, Instagram Direct Messages appear in your Wexio inbox, and your team can respond without switching apps.
Prerequisites
Before connecting, make sure you have:
- An Instagram Business or Creator account (personal accounts cannot receive API messages)
- A Facebook Page connected to your Instagram account
- Admin access to the Facebook Page
Not sure if your account is a Business account? Go to your Instagram profile → Settings → Account type and tools → Switch to professional account and choose Business or Creator.
Linking Instagram to a Facebook Page
If your Instagram account is not yet linked to a Facebook Page:
- Open Instagram → go to Settings → Business → Connected accounts.
- Select Facebook and log in.
- Choose the Facebook Page to link (or create a new one).
This step is required because Instagram messaging runs through the Meta platform, which routes through your Facebook Page.
Connecting Instagram
- Go to Settings → Integrations.
- Click Connect next to Instagram.
- Click Connect with Facebook and log in to your Meta account.
- Grant permissions for Wexio to manage your Instagram messages.
- Select the Facebook Page that is linked to your Instagram Business account.
- Click Finish — the webhook is auto-configured and your Instagram DMs now flow into Wexio.
Once connected, send a test DM to your Instagram Business account to confirm messages appear in your Wexio inbox.
Instagram is user-initiated only — the bot cannot start conversations. The user must message you first.
Troubleshooting Connection
| Problem | Solution |
|---|---|
| Instagram account not appearing | Make sure your Instagram is a Business or Creator account and is linked to the Facebook Page you selected |
| Not receiving messages | Verify that your Meta app is in Live mode (not Development). Webhooks only work when the app is live |
| OAuth permissions error | Ensure you have Admin access to the Facebook Page connected to your Instagram account |
Messaging Window
Instagram enforces a 24-hour messaging window. You can only respond within 24 hours of the customer's last message. After 24 hours, the conversation window closes.
Supported Message Types
| Type | Send | Receive | Limits |
|---|---|---|---|
| Text | Yes | Yes | Up to 1,000 bytes (UTF-8). No HTML or Markdown |
| Images | Yes | Yes | JPEG, PNG, GIF |
| Video | Yes | Yes | MP4 — up to 25 MB |
| Audio | Yes | Yes | AAC, M4A, WAV, MP3 |
| Documents | Yes | Yes | PDF only |
| Like Heart | — | Yes | ❤️ sticker — the only sticker type supported |
| Media Share | — | Yes | When a user forwards a post or reel to your DMs |
Interactive Messages
Quick replies and carousels do not render on Instagram Web/desktop — they only appear in the mobile app.
Feature Notes
| Feature | Supported |
|---|---|
| Read receipts | Yes |
| Typing indicator | Yes |
| Reactions (receive) | Yes |
| Message editing | No |
| Message deletion | No |
| Location messages | No |
| Contact cards | No |
| Voice messages (send) | No |
Media Share Events
When a user shares a post, reel, or story to your DMs, Wexio receives it as a special message type. These appear in your inbox, allowing your team to see and respond to shared content in context.
Bot Settings
After connecting, configure your Instagram integration in Wexio:
- Welcome message — automatic greeting for new DM conversations
- Collection assignment — route incoming chats to a collection
- AI assistant attachment — attach an AI assistant for automated responses
Identity Field
Instagram contacts are identified by instagram_id — a 15–17 digit Instagram-Scoped ID (IGSID) unique to your business.