Instagram Integration
WRRK connects to Instagram Direct Messages, allowing you to manage customer conversations from Instagram alongside your other channels.
Prerequisites
- An Instagram Business or Creator account
- A Facebook Page linked to your Instagram account
- Admin access to the Facebook Page
Connecting Instagram
- Go to Settings > Integrations > Instagram.
- Click Connect Instagram.
- Log in to Facebook and select the Page linked to your Instagram account.
- Grant WRRK permission to manage messages.
- Instagram DMs will begin appearing in the Unified Inbox.
Features
Receive DMs — All Instagram Direct Messages appear in the Unified Inbox with the Instagram icon.
Reply to DMs — Type a response in WRRK and it is sent as an Instagram DM.
Media Support — View and send images, videos, and voice messages.
Story Replies — When someone replies to your Instagram Story, the message appears in WRRK with the story context.
Quick Replies — Use canned responses for frequently asked questions.
Limitations
- WRRK cannot initiate DM conversations on Instagram (Instagram policy). You can only respond to messages that customers send first.
- Group conversations are not supported.
- Some Instagram features (e.g., disappearing messages) are not available through the API.
Auto-Reply
Enable AI auto-reply for Instagram DMs:
- Go to Settings > Instagram > AI Agent.
- Toggle Enable Auto-Reply.
- Configure tone, business hours, and escalation rules.
Tips
- Respond to Instagram DMs quickly — Instagram favors accounts with fast response times.
- Use the Unified Inbox to see Instagram messages alongside email and WhatsApp for a complete picture.
- Tag Instagram contacts in the CRM for targeted follow-up campaigns.