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Keloa handles Instagram DMs via Meta’s Instagram Messaging API. DMs, story replies, and message reactions all flow into the same inbox.

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Prerequisites

  • An Instagram Professional account (Business or Creator). Consumer accounts aren’t supported by the API.
  • The Instagram account linked to a Facebook Page (required by Meta).
  • A Meta Business account with admin access to that Page.

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Connect Instagram

1

Open the integration

Sidebar → Integrations → Instagram → Connect.
2

Sign in with Meta and pick the Page

Pick the Facebook Page linked to the Instagram account you want to connect. All Pages you admin will be listed.
3

Grant messaging permissions

Meta will show the permissions Keloa needs: read/send DMs, read your Page profile, subscribe to webhooks. Approve.
4

Done

The Instagram channel is now connected. Test by sending a DM from another account — it should land in Keloa within a second.

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What’s supported

  • Direct Messages (text, images, short video, audio notes).
  • Story replies (show up as a DM with the story preview).
  • Message reactions (👍 ❤️ etc.) — appear next to the message in Keloa.
  • Read receipts — toggleable in the channel settings.

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What’s not supported

  • Comments on posts (these aren’t part of the Messaging API).
  • Broadcasts — no outbound mass-messaging.
  • Message reactions from business side — you can only send text/media, not react.

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7-day window

Like WhatsApp, Instagram has a reply window: 7 days after the last user message. Outside that, you can only send a human agent message (HUMAN_AGENT tag) which must be sent by a human, not a bot, and is intended for a human-in-the-loop response. Keloa enforces this — the composer will disable AI replies outside the window.

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What the AI does

Inside the 7-day window, the AI responds like on any other channel. Outside the window, a human teammate can send a manual reply (tagged HUMAN_AGENT).

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Multiple accounts

Connect multiple Instagram accounts — each is its own channel with its own agent attachment. You’ll see them as separate cards in Integrations.

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Disconnecting

Integrations → Instagram → Disconnect removes the Meta webhook subscription. You can also revoke access from business.facebook.com → Business settings → Business integrations → Keloa → Remove.

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Troubleshooting

IssueFix
No DMs arriveCheck the Instagram account is Professional, linked to a Page, and the Page is selected in Keloa.
”Missing permissions” on connectThe signed-in Meta user isn’t an admin on the Page. Grant admin or have an admin re-connect.
Can’t reply after 7 daysExpected — use a manual reply tagged as human-agent, or re-engage via email / another channel.
Story replies show without contextInstagram only sends the story preview for 24 hours after posting — after that, the thumbnail may be gone.