Engage Digital | Receiving messages
through the Instagram Messaging channel

Instagram Messaging is a private messaging mode for the Instagram public. 

There are several cases when you may receive messages sent through Instagram through the channel:
  • Through direct private messages. A direct private message originates in Instagram when a user swipes left on the Home screen in Instagram and then creates a new message or taps ‘Message’ on a profile page. Instagram messages allow users to send a message to multiple recipients.
A direct private message
  • When a user mentions the account associated with Engage Digital in their story.
Mentions
  •   When a user answers a story published under the account associated with Engage Digital.
When a user answers a story published under the account associated with Engage Digital
  • When a user shares a public post privately.
When a user shares a public post privately.

 

Stories

Story content is available for 24 hours. Once media becomes unavailable, you’ll see an expiration message.
Story expiration message
 
Engage Digital fetches the text comments to the story as well as the reactions sent to the story.

If a story is deleted within 24 hours, you’ll see a corresponding error.
Error message when a story is deleted within 24 hours

 

Instagram carousel

Engage Digital receives an image for the first item in the carousel, whether or not the first item in the carousel is an image or a video. The image is presented as an attachment.

Message types not supported

Instagram reels and IGTV videos are not supported through the channel.

Deleted messages

When a message is remotely deleted by the client (deleted directly in Instagram direct), the message is not deleted in Engage Digital, but the system instead anonymizes the text.
Deleted message that is anonymized

Read messages

When an agent answers a customer through the Instagram messaging channel, and the customer reads the message on Instagram, the message or set of messages is marked as read in Engage Digital with a timestamp indicating when the messages were read.
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