> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Instagram

> Connect professional Instagram accounts, route comments and direct messages to an agent, and control when Fini replies.

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](https://docs.usefini.com/en/automations/reply-behavior.md) control whether Fini responds.

## 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](https://docs.usefini.com/en/testing/inbox.md). Check both the account connection and agent routing before relying on automated replies.

## 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.

## 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.

> [!NOTE]
>
> 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.

## Why Instagram isn't replying

> **My account is missing from the picker**
>
> 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.

> **Access is saved, but messages do not arrive**
>
> 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.

> **The account is connected, but the agent stays silent**
>
> 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.

> **The account selection expired**
>
> Choose **Connect again** to authorize and select accounts again. Expiring a temporary selection does not change accounts already saved in the workspace.


## Related topics

- [Reply Rules](https://docs.usefini.com/en/automations/reply-behavior.md)
- [Channel overview](https://docs.usefini.com/en/deploy/overview.md)


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