CCXMessages
Channel · Instagram Messages

A comment on your post becomes a conversation, not a missed notification.

Direct, story reply, mention and comment land in the same inbox as WhatsApp and email — with Meta's window under control and the history tied to the contact, not to the app.

See the channel in the dashboard →
ccxstoreccxstoreBusiness · replies in minutes
Replied to your story · spring collection
Do you have this model in a size 42?
13:58
We do! 3 pairs left in a 42. Want me to reserve one?
AI agent13:59
Yes please, and I also wanted to exchange another pair I bought
14:01
I'm passing you to Ana, from the exchanges team — she already has your order open.
Transferred · Human Agent14:01
Check availabilityExchange a product
4
sources: direct, story, mention and comment
24 h / 7 d
standard window and with the Human Agent tag
R$ 0
per message in human support
1
inbox for Instagram, WhatsApp, email and SMS
Four sources

Instagram is not just direct.

Half of what arrives does not start in the direct: it starts with a story someone replied to, a mention or a comment. Each source enters the inbox with the context of where it came from — and the agent sees the story that started the conversation.

See the omnichannel inbox →See the channel in the dashboard →
◎49%
Direct

The classic conversation: the follower messages you from the profile.

In the inboxgoes into the queue of the team responsible for the account.
▣26%
Story reply

Someone replying to a story is at their peak of interest.

In the inboxthe story that started the conversation comes attached.
↻17%
Comment → Direct

A comment with the keyword becomes a private conversation.

In the inboxarrives with the rule and the source post already recorded.
@8%
Story mention

Someone tagged your brand in a story — an opportunity or a complaint.

In the inboxflagged as a mention, for different prioritization.
Comment → Direct

The keyword in the comment opens the conversation in the direct.

You define the word, the public reply and the direct message. Meta allows one private message per comment — the platform respects that limit and records every trigger.

01Keyword per post or globalIt applies to one specific post, to all of them or only to reels — and you can keep several rules active at the same time.
02Public reply + directThe rule replies in the comment (showing the brand saw it) and sends the full message in private.
03Counter per ruleEvery trigger is recorded, so you know how many conversations each post generated — and you pause the rule in one click.
See automations →
Simulate the rulekeyword found
Configured keyword
✓Public reply in the comment“Just sent you everything in the direct 💚” — published in seconds.
✓Message in the directProduct link, size chart and an offer to reserve.
✓Conversation opens in the inboxIn the Sales queue, with the source post attached to the conversation.

Meta allows one private message per comment. The platform respects the limit and records the trigger.

Meta windows

24 hours to reply — or 7 days, when a human takes over.

Like WhatsApp, Instagram has a service window. The difference is the Human Agent tag: applied once per conversation, it extends the deadline to seven days — enough time to resolve an exchange, a warranty or a complaint.

◷Standard 24-hour windowCounts from the follower's last message. Applies to direct, story and comment.
⇄Human Agent tag · 7 daysApplied once per conversation when an agent takes over, extending the deadline to seven days.
✕Automatic blockOnce the window closes, the inbox disables free text instead of letting the agent walk into a Meta error.
↻Reopening recordedA new message from the follower reopens the deadline, and the contact's history marks the moment.
See the omnichannel inbox →
Window state18 h left
Human Agent tag

Turn it on to simulate what changes when a human agent takes over the conversation.

Inside the window: free text, media and audio available to agent and AI.

Activation

Three prerequisites, and the account connects in minutes.

There is no template approval and no brand verification: Instagram connects through Meta authorization. What blocks the connection is always the same three items — check them before you start.

01
Business or Creator account

A professional profile on Instagram. A personal account has no messaging API.

Where it livesInstagram › Settings › Account type
02
Linked to a Page

The same Facebook Page used in the Meta authorization.

Where it livesInstagram › Settings › Connected page
03
Message access allowed

This is the item that blocks the connection most often — and it is buried in the settings.

Where it livesInstagram › Privacy › Messages › Allow access
Frequently asked questions

What people ask before connecting the account.

Need help connecting? Talk to the team .

Yes, Business or Creator, and it has to be linked to a Facebook Page. A personal profile has no messaging API — Meta does not expose the direct of a personal account to any provider.

Start today with R$ 50 in test credit.

Sandbox wallet released when you create the account, a WhatsApp test number and guided onboarding. No card, no contract.

Book a demoCreate free accountSales reply within 2 business hours
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