Instagram direct messages and stories
Direct messages, story mentions and post comments arrive in one workflow, so an enquiry does not sit unanswered while somebody watches the app.
Connected accounts are running in production today.
How Instagram connects
A professional account your team runs connects, and from that moment its direct messages, comments and story replies arrive in the shared inbox.
Story replies, comment threads and direct messages arrive as one conversation per person, with the post they came from attached to it.
What you connect
A professional account your team runs
Counted as
One connected account. Conversations and teammates are not billed.
See what an account costsWhat arrives in the inbox
Direct messages, story replies and comment handoff.
Story reply context attached
Comments and direct messages in one conversation
Photos read on arrival
Quick replies and saved answers
Messages indexed from the connection onward
What the models do on Instagram
Search, summaries and spam filtering are available where listed for this channel. The parts that only matter on Instagram are turned on here.
Post context attached
A story reply arrives with the image it was sent about attached to the thread.
Image reading
A photo a customer sends is read for text and matched against your product list.
Ageing conversations flagged
A conversation waiting on your team is flagged before anybody has to go looking for it.
Spam shield, thread summaries and search run on every plan. Commitment tracking, follow-up watch and translation start on Team and cover each connected account, including this one.
The AI layerHistory and export
Connecting an account brings new messages in from that moment. If the network provides an account archive you can request, upload the file and those earlier conversations join the same index. Direct messages and public comments sit in one searchable index per account, and conversations export with the original media beside them.
Export formats
Plus the original media beside them.
Instagram history you can take with you
The archive is indexed for the life of the account, from 1 GB on Starter to 1 TB on Scale. A single export runs to 1 GB on Starter and Team and 25 GB on Scale, and Enterprise export limits are set in the order form. Read and export access stays open for 30 days after cancellation.
Instagram, specifically
What people ask before they connect this network. An engineer answers channel questions.
Ask us directlyHow does the inbox handle public post comments?
A comment arrives as a normal conversation. From there a teammate can post a public reply or open a direct message to the same person.
Can we see the story a follower replied to?
Yes. CommunicationOS keeps a snapshot of the story and pins it at the top of the direct message thread.
Does connecting an Instagram account change how it works elsewhere?
No. Messages keep arriving where they already did. CommunicationOS reads alongside, indexes what arrives, and sends from the same account when you reply here.
Read these next
All channels and their statusBring your message history into one inbox
Connect a live account and new messages arrive at once. Upload the archive a network gives you to add the years before that. Unlimited teammates and unlimited conversations on every plan.