Connect and Use Instagram Direct Messages

Re:amaze allows you to send and receive Instagram Direct Messages and reply to story mentions directly from your inbox.

Connect your Instagram DMs channel

Before connecting, confirm that you have allowed access to messages on Instagram by navigating to Settings > Privacy > Messages > Allow Access to Messages within the Instagram app.

Once confirmed, navigate to your Re:amaze account Settings > Social Channels. Select +Add Social Channel and choose Connect Instagram Direct Messages from the dropdown menu.

Log into your Facebook account using the admin credentials of your Facebook Page. Then select the Instagram Business Account you want to connect to Re:amaze.

You must connect as the Facebook Page admin and grant full permissions to Re:amaze. Connecting without full permissions may cause issues with this channel.

Once full permissions are granted, select Done.

You will be redirected back to Re:amaze to select the brand you want to connect the channel to and choose which Instagram Business Account to set up.

After selecting the brand and Instagram Business Account, select Done. Your Direct Messages will begin arriving in your Re:amaze inbox.

What the Instagram DMs channel supports

The Instagram DMs channel allows you to:

• Receive and respond to Direct Messages from your Re:amaze inbox. Direct Message requests are also imported automatically, so you do not need to approve them from the Instagram app.
• View and reply to Instagram stories where your business account has been mentioned. Note that Re:amaze follows Instagram's 24-hour story limit and stories will not be visible after they expire.
• Send private replies to public comments on your organic Instagram posts. Private replies are not supported for comments on ad posts due to Instagram's API limitations.

The following are not currently supported due to Instagram's API limitations and are only accessible directly from the Instagram app:

• Message reactions
• Disappearing messages (photos and videos)

Filter Instagram Direct Messages

Re:amaze supports filtering Direct Messages by type, including Direct Messages, Post Shares, Story Messages, and Vanishing Messages. You can use Workflows to automatically sort and route these message types.

To set up DM filtering, create a new workflow and configure your conditions. For example:

• When: Any customer message arrives
• And: The message channel is Instagram DMs
• Then: Assign conversation to Sales

This gives you the flexibility to automatically tag different DM types or route them to a specific team member or department.