Instagram DM setup needed
Instagram direct messages arrive in the same inbox as the rest, so the person answering them is part of the same team, working to the same routing and showing up in the same reports.
You supply:
an Instagram app configured on this installation, and your professional account.
What the Instagram channel carries
A professional account connects with a sign-in
Authorise your Instagram professional account from the dashboard. The connection is yours to withdraw from Meta whenever you choose.
Direct messages and media
Messages, images and the attachment types Instagram supports open a conversation and are answered from the standard reply box.
One contact across channels
A customer who writes on Instagram and later on WhatsApp can be kept as one contact, so an agent sees the whole history rather than two halves of it.
Worth knowing
This channel appears only on an installation where an Instagram application is configured and the Instagram channel is enabled for your account. Meta's own messaging windows and policies apply.