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.