Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Business Platform (API) Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Blue Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
WhatsApp Business Calling API
Meta Business Verification
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business Platform (API) Channel Configuration
WhatsApp Messaging Limits
Meta Product Catalog
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business Platform (API)
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Inbox
Inbox Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI Prompts
Using AI Assist
Contacts
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Date & Time
Step: Wait
Step: Trigger Another Workflow
Step: HTTP Request
Step: Add Google Sheets Row
Step: Send TikTok Lower Funnel Event
Step: Update Lifecycle
Step: Send Conversions API Event
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Growth Widgets
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Setting: Respond AI
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Tags
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Lifecycle
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
Organization Settings: Security
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring mobile app settings
Help Menu
Conversation Led Growth
Capture Leads
How to Collect Contacts’ Emails and Phone Numbers
How to Route Contacts from CTC Ads to Agents
How to Send Outbound Sales Messages
How to Track Conversation Source from Multiple Websites
How to Enrich Customer Data from a CRM or other Business Software
Convert Leads
How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
How to Automatically Qualify Contacts Based on Budget Using AI Agent
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
How to Route Contacts to Preferred AI Agent
How to Route Contacts by their Preferred Language
How to Route Contacts by Team Functions
How to Route Contacts by Shifts
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Get Contacts’ Consent for Personal Data Collection
How to Promptly Transfer Conversation Between Agents
How to Guide Customers from Exploration to Purchase with Engaging Menus
How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
How to Streamline Meeting Scheduling via CTC Ads
How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
How to Automate Lifecycle Tracking in Google Sheets
Retain Customers
How to Route New and Returning Contacts
How to Route VIP Contacts
How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
How to Send Outbound Support Messages
Reporting and Analytics
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make
Meta Business Accounts
TikTok Messaging Ads Integration
Developer API
Webhooks
Table of Contents
- Home
- Channels
- Instagram Overview
Instagram Overview
Instagram is a free, online photo-sharing application and social network platform that was acquired by Facebook in 2012.
Learn how to connect your Instagram Business Account to respond.io here. Once connected, Instagram has several features to make it easier for your current and potential customers to reach your Instagram account or your inbox to send you a direct message.
Pricing
You can use Instagram for free.
Capturing Conversation
Instagram offers several ways to help customers find you on the app and initiate a chat:
- Chat links: This is a shortened URL using the
https://ig.me/m/username
format that you can add to your website or in newsletters. When customers click the link, they will be directed to your Instagram inbox. - QR codes: A QR code can be placed in physical locations, such as hotels, restaurants or malls. When customers scan the code, they will be directed to your Instagram inbox.
- Chat widget: An Instagram Widget can be added to your website to direct customers to your Instagram inbox.
- Instagram private replies: You can send a private message to any customer who comments on your Instagram Professional post, ads post or live story.
- Click to Instagram Direct Ads: These are Instagram ads that can be placed in various places on Facebook, Facebook Messenger and Instagram. When customers click the ad, they will be directed to your Instagram inbox.
Channel Capabilities
Learn more about the capabilities of Instagram:
Supported File Types
The file type supported by Instagram and the maximum file size for the type is as follows:
- Image (8 MB)
For any unsupported file type or file that exceeds the maximum file size sent via Instagram, the file will automatically be turned into a URL link on the respond.io platform. For Custom Payload, you can click Show More to view the JSON payload of this message.
Examples of unsupported messages for Instagram are:
- Deleted messages
- Instagram Profiles
- Instagram Avatars
- Live messages
- Reels
Message Status Availability
The table outlines the availability of message statuses on Instagram.
Message Status | Availability |
Sent | ✅ |
Delivered | ✅ |
Read | ✅ |
Failed | ✅ |
Messaging Window
Instagram has a messaging window of 7 days. Messages sent 24 hours after the Contact's last message will be tagged with the HUMAN_AGENT tag.
Rate Limits
A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.
Channel Limitations
Broadcasts
Due to Instagram’s limitations, you cannot send a broadcast through this channel.
Vanish Mode
Instagram API does not support Vanish mode. If you wish to use Vanish mode, no messages will be received on the respond.io platform.
FAQ and Troubleshooting
Do you support message requests?
No, there is no webhook event provided by Instagram for message requests.
Can I create a link to direct my customers to my Instagram inbox?
Yes, you can use a chat link or an ig.me
URL that directs customers to your Instagram inbox. The customer is redirected to a new or existing thread based on whether the customer had previously messaged your Instagram account. Learn more about Instagram chat links here.
Why Contact’s name on Instagram is displayed as a series of numbers?
This is the expected behavior after a recent update by Meta. Currently, the User Profile API does not support retrieving profile information for Instagram accounts created using a phone number.
Why am I unable to view the Quick Replies buttons?
Due to the channel’s limitation, the Quick Replies buttons cannot be displayed on the Instagram web or desktop app.
Feeling stuck? Do not fear.
Need assistance? Contact us for support. Help is here!This is the text block that will appear when the button is clicked.