Instagram Messaging
Connect a professional Instagram account to an Andy Agent and verify an inbound message and reply.
Outcome
Connect one professional Instagram account to an Andy Agent, receive a customer message, and verify that Andy's reply is delivered back to Instagram.
Instagram Messaging is a Pro Max Channel. It is separate from the Instagram Publishing connection used by the marketing Calendar.
Before you connect
Confirm that:
- The Workspace has Pro Max access.
- You have permission to manage Channels for the selected Agent.
- The Instagram account is a professional account that you are authorized to manage.
- The Agent is enabled and has reviewed Knowledge and instructions for the replies you expect.
- You have a separate Instagram account that is not connected to an Andy Agent for the verification message.
Connect Instagram Messaging
- In the Andy App, select the intended Workspace and Agent.
- Open Connections → Channels → Instagram Messaging.
- Choose Connect Instagram Messaging.
- Complete Meta Business Login, select the professional Instagram account, and approve the requested messaging access.
- Return to Andy and confirm that the Channel shows Connected.
The connection applies to the selected Agent. Confirm the Agent selector before completing Meta Business Login.
Verify the message path
- From the separate Instagram account, send a simple direct message to the connected professional account.
- In Andy, open Messages for the selected Agent and confirm that the inbound message appears.
- Confirm that Andy's reply appears in the Conversation.
- Return to Instagram and confirm that the reply was delivered to the sending account.
Do not verify by messaging between two Instagram accounts that are both connected to Andy Agents. Automated Agents may reply to one another and create an unintended message loop.
Troubleshooting
The Channel is locked or asks for an upgrade
Open Config → Usage & plan and confirm the Workspace's effective Entitlements. Instagram Messaging is available on Pro Max.
Meta Business Login does not open
Allow the login popup, retry the connection, and confirm that you are signed in to the Meta account that manages the professional Instagram account.
The connection is pending or invalid
Open the Channel status and reconnect Instagram Messaging to renew the authorization. Complete every requested Meta permission before returning to Andy.
An inbound message does not appear
Confirm that the selected Instagram account is professional, the intended Agent and Channel show Connected, and the sender is a separate account that is not connected to Andy.
The message appears but Andy does not reply
Confirm that the selected Agent is enabled and has the Knowledge and instructions required to answer. If the Channel status reports an authorization problem, reconnect it before retrying.
When contacting support, preserve the request ID and stable status text. Never submit access tokens, passwords, authentication codes, provider credentials, or private customer Conversations.
Current scope
Instagram Messaging covers the verified direct-message path: connect a professional account, receive an inbound customer message, generate and send Andy's reply, and deliver that reply back to Instagram.
It does not document comments, comment-to-DM automation, Stories, broadcasts, Facebook Messenger, shared history across Channels, or multiple Instagram accounts per Agent. Instagram Publishing remains a separate marketing Platform Connection under Calendar.
Use Andy App Support for the rest of the authenticated App and Support for the safe evidence template.