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Connect a professional Instagram account from Deploy → Instagram to handle comments and direct messages with your Fini agent. Each account has its own agent routing and reply delay; Reply Rules control whether Fini responds.

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Connect an account

1

Authorize Instagram

Click Connect Instagram and complete the authorization flow. If you already have an account connected, use Add Instagram account. Grant access to the account, messages, and comments. Content-publishing permission is not required for this support connection.
2

Choose accounts to connect

Review the available accounts and select the ones to add to this workspace. Confirm with the Connect button. Authorization alone does not save every account: you choose which accounts to connect.
3

Set agent routing

Expand the account and choose an agent under Bot Routing. Each account can use a different agent. Under Reply Settings, set Reply lag in seconds; the default is 0. Click Save Changes to apply the routing and delay, or Discard Changes to abandon edits.
4

Check replies

Use Go to Reply Behavior Settings to review your shared reply rules. Send a test customer message or comment, then inspect the conversation in Inbox. Check both the account connection and agent routing before relying on automated replies.

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Connection states

Connected means account authorization is saved and incoming-message/comment subscription has completed. Access saved means authorization is stored but incoming events still need setup; use Reconnect. Reconnect required indicates that access needs to be restored. Use Disconnect and confirm Disconnect account to remove one account’s access from Fini. Other Instagram accounts stay connected.

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Reply behavior and limits

Fini sends text replies to comment threads and direct messages. Direct messages must be within 24 hours of the latest customer message, and outgoing direct-message text is limited to 1,000 UTF-8 bytes, not 1,000 characters. A No Reply outcome stays silent. Instagram does not provide the helpdesk-style internal-note destination: an Internal Comment outcome does not post a private note to Instagram. Fini also suppresses automated replies when a conversation is escalated or locked by a human agent.
If a send has an uncertain outcome, Fini suppresses an automatic resend. Check Instagram and the Inbox trace before retrying, so the customer does not receive a duplicate reply.

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Why Instagram isn’t replying

Use Missing an account? to review access, or Refresh accounts after updating authorization. If no accounts are returned, enter the Instagram account ID from Meta Business Suite → Settings → Instagram profiles and choose Find account. Accounts missing required permissions cannot be selected.
Use Reconnect to finish incoming-event setup. Confirm the status changes to Connected, then send a new test message. A saved authorization is not the same as a working incoming-event subscription.
Confirm that Bot Routing has an available agent and that you clicked Save Changes. Review Reply Rules, the conversation’s escalation state, and the direct-message response window. A reply delay can also postpone the response.
Choose Connect again to authorize and select accounts again. Expiring a temporary selection does not change accounts already saved in the workspace.