Supported platforms
| Platform | Capabilities |
|---|---|
| View conversations, read messages, send text replies |
Direct message support is currently available for Instagram only. Other platforms are not supported at this time.
Requirements
To use the inbox, your Instagram account must have the instagram_manage_messages permission granted. This permission is requested during the OAuth connection flow. If the permission is missing, the inbox displays an error prompting you to reconnect your Meta account. To fix this:Go to connections
Open the connections page.
Switching between accounts
If you have multiple Instagram accounts connected, they appear as pill-shaped tabs in the toolbar at the top of the inbox. Each tab shows the Instagram icon and the account name. The first account is selected automatically when you open the page. Tap a different account tab to switch. Switching accounts clears your current conversation selection and reloads the conversation list for the new account. On mobile, the view returns to the conversation list.Using the inbox
Select an account
If you have multiple Instagram accounts connected, choose the one you want to manage from the account tabs. The first account is selected automatically.
Pick a conversation
The conversation list shows recent DM threads with participant names and a preview of the last message (truncated to 60 characters). Messages you sent are prefixed with “You:”. Select a conversation to open it.
Conversation list
Each conversation row shows:- A circular avatar with the first letter of the participant’s name
- The participant name (or “Instagram User” if not available from the platform)
- A relative timestamp for the last activity (for example, “5m”, “2h”, “3d”, or a date like “26 Mar” for older threads)
- A message preview truncated to 60 characters, prefixed with “You:” for messages you sent
Empty states
| State | What you see |
|---|---|
| No Instagram accounts connected | A prompt to connect an account with a Connect Account button linking to the connections page |
| No conversations | ”No conversations yet” with a note that conversations appear when someone messages your Instagram account |
| No messages in a thread | ”No messages” displayed in the center of the thread area |
| No conversation selected (desktop) | “Select a conversation to start” with a send icon |
Message display
- Your messages appear on the right side in blue
- Received messages appear on the left
- Each message shows the time it was sent in 12-hour format (for example, “2:34 PM”)
- Participant names default to “Instagram User” if the name is not available from the platform
Current limitations
| Limitation | Details |
|---|---|
| Text only | You can send and receive text messages. Images, videos, stickers, story replies, and other media types are not displayed in the thread — media-only messages appear as empty bubbles. Sending media is not supported. |
| Conversation history | The inbox loads your most recent 25 conversations and 20 messages per thread. Older conversations and messages are not available. |
| No search | You cannot search conversations or messages by keyword. |
| No deep linking | You cannot link directly to a specific conversation. Navigating away from the inbox resets your conversation selection. |
Desktop and mobile layout
On desktop, the inbox shows the conversation list and message thread side by side. On mobile, the inbox switches between a conversation list view and a message thread view. Tap a conversation to open the thread, and use the back button to return to the list.Syncing
Conversations do not refresh automatically in the background. To see new messages, you need to refresh manually:- Desktop — click the refresh button in the toolbar.
- Mobile — pull down from the top of the conversation list to refresh.
Sending messages
When you send a reply:- Your message text is cleared from the input field immediately.
- A spinner appears on the send button while the message is being delivered.
- Once delivered, the conversation list and message thread both refresh to show your sent message.
If sending fails (for example, due to a network error), the message text is not preserved in the input field. You will need to retype your reply and try again.
Troubleshooting
| Issue | What to do |
|---|---|
| ”Permission required” error | Reconnect your Instagram account and approve the instagram_manage_messages permission. See requirements above. This error does not show a retry button — you must reconnect through the connections page. |
| ”Failed to load conversations” error | A network or server issue prevented loading. Click the Retry button to try again. If the issue persists, check the system status page. |
| No conversations appear | Conversations show up when someone messages your Instagram account. If you expect messages, tap the refresh button to load the latest data. |
| No Instagram accounts listed | Connect an Instagram account from the connections page. The inbox only shows accounts that have been connected with Instagram messaging permissions. |
| Message failed to send | Check your network connection and try again. Note that the message text is cleared immediately when you press send and is not preserved if sending fails — you will need to retype it. If sending keeps failing, verify your account token is still valid on the connections page. |
| Empty message bubbles | The other person sent an image, video, story reply, or other media type. The inbox currently displays text only — media messages appear as empty bubbles. |
| Only seeing recent conversations | The inbox loads your 25 most recent conversations and 20 messages per thread. Older history is not currently available. |
| Conversations look outdated after switching accounts | Switching accounts reloads the conversation list, but data may be briefly cached. Click the refresh button to force a fresh fetch. |