Channels
Let the assistant answer your Instagram direct messages.
Note
The AI answering and booking in your Instagram DMs comes with the Front Desk plan.
Before you start
- An Instagram professional account (Business or Creator).
- In the Instagram app: Settings → Messages → Connected tools, allow access to messages.
- Your Instagram login.
Connect
Go to Settings → Channels → Instagram and choose Connect.
Log in to Instagram and approve access to messages.
You are sent back to Settings, connected.
What works
- Direct messages, both ways. Replies can include quick-reply buttons.
- Story mentions and shared posts or reels arrive as placeholders in the Inbox.
- Comments on posts are not handled — only DMs.
Instagram’s time limits
| Who writes | Allowed until |
|---|---|
| The assistant | 24 hours after the client’s last message |
| A person on your team | 7 days after the client’s last message |
A business can’t start a conversation on Instagram. That is why reminders and comebacks prefer WhatsApp or SMS when a client has them.
Staying connected
Instagram access lasts about 60 days at a time. Tornaly renews it automatically every week, so you shouldn’t have to do anything.
- If renewing keeps failing, Settings → Channels and Today warn you in the last week (“Access ends …”), and you get an alert.
- If Instagram ends the access (for example after a password change), the channel shows Needs reconnecting: new messages aren’t coming in and you’re alerted.
- Either way, use Reconnect Instagram in Settings → Channels.