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Connect your Instagram professional account and every Instagram Direct message arrives in your Keloa inbox as a conversation. Your AI agent answers within Meta’s 24-hour reply window, and teammates can step in at any time. Instagram connects through the Facebook Page it’s linked to. The same Page can also run Facebook Messenger in Keloa.

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Prerequisites

  • A Keloa workspace on Growth or higher, and the owner or admin role.
  • An Instagram professional account (Business or Creator). Personal accounts can’t be connected.
  • The Instagram account linked to a Facebook Page. Link it in Meta Business Suite if it isn’t yet.
  • A Facebook login that manages that Page.
Messenger and Instagram are included from Growth. There’s no limit on the number of Pages you connect.

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Connect Instagram

1

Open Instagram in Integrations

Sidebar → Integrations → Instagram. The Connect Instagram (via Facebook Page) window opens and lists the permissions Keloa asks for.
2

Continue with Meta

Click Continue with Meta and log in with the Facebook account that manages the Page.
3

Pick the Page and Instagram account

In Meta’s window, tick the Page linked to your Instagram account and approve the permissions.
4

Back in Keloa

Keloa confirms “Connected 1 Page.” The account appears in the Instagram panel with its @handle. Send a DM from another Instagram account to check that it arrives.
To add another account later, open Integrations → Instagram and click Connect Page. Keloa asks Meta for these permissions:
A Page answers into one Keloa workspace at a time. Pages without a linked Instagram account, and Pages already connected to another workspace, are skipped.

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Reply window

Meta lets businesses reply within 24 hours of the contact’s last message. Every new message from the contact opens the window again.
  • Inside 24 hours, you and your AI agent reply freely.
  • After 24 hours, the reply box is locked and the AI agent stops answering, unless your workspace turned on the extended reply window.
  • Extended reply window (24h–7d). In the Instagram or Messenger panel in Integrations, an owner or admin can turn this on. Teammates can then reply for up to 7 days after the contact’s last message; the AI agent stays paused during that time, as Meta’s policy requires. Turn it on only after Meta has approved your business for the Human Agent permission.
  • After 7 days, nobody can reply until the contact writes again.

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What the AI does

  • One AI agent per account. Pick it on the account’s card under Answered by. You can also bind it from the agent editor: Channels → Social channels → Instagram → Bind to this agent.
  • Inside the 24-hour window only. Outside it, the conversation waits for your team.
  • The whole conversation as context. The AI agent reads the full conversation, not only the latest message. See Conversation memory.
  • Plain text. Replies are sent as plain text without formatting. Long answers are split into several messages.

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Messages and media

  • Direct messages with text, photos, videos and audio. Keloa downloads attachments up to 25 MB.
  • Story replies arrive as DMs.
  • Unsent messages. When a contact unsends a message, the conversation shows “The customer unsent this message”.
  • Replies from Meta’s own inbox. A reply your team sends from the Instagram app or Meta Business Suite also appears in the Keloa conversation.
  • Read receipts are recorded automatically.
  • Outbound is text only. Sending files, GIFs or reactions isn’t supported.
Comments on posts aren’t part of Instagram messaging and don’t arrive in Keloa.

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The account’s card

Instagram account unlinked means the Instagram account is no longer linked to the Facebook Page, so its messages stop arriving. Link it again in Meta Business Suite, then reconnect. Click Check connection on the card to check that Meta still accepts the access and sends the Page’s messages to Keloa.

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Satisfaction surveys

Keloa can send a CSAT survey as a message with a link to the rating page. Turn it on under Settings → Customer satisfaction → Channels → Messenger & Instagram. Meta only allows the survey within 24 hours of the contact’s last message, so a 24-hour survey delay usually skips Instagram.

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Disconnecting

Integrations → Instagram → Disconnect on the account’s card. New Instagram messages stop arriving. Messenger on the same Page keeps running. Past conversations stay searchable in your inbox.

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Troubleshooting