Instagram

The Instagram channel lets your Agent send and receive Instagram direct messages through Zaia.

Connect an Instagram channel

1

Open the channel settings

1. Go to Channels.

2. Open the Instagram channel.

3. Click the pencil icon.

4. In Connection, click the plus icon.

2

Create the connection

1. Enter a connection name.

2. Click Connect.

3. Complete the Instagram login flow in the new tab.

3

Approve Instagram access

During authentication, Instagram may ask you to:

• Enter the account credentials.

• Complete verification with a backup code.

• Confirm Save Info.

• Review permissions and click Allow.

When the success message appears, close the tab.

4

Finish setup in Zaia

1. Return to the channel settings.

2. Select the new connection.

3. Click Update channel.

4. Go back to Channels.

5. Enable the channel toggle.

After activation, the channel is ready to receive and send Instagram messages.

Validate the connection

Use this quick test after setup:

1. Send a message to the connected Instagram account.

2. Wait for the Agent reply.

3. Open Chat History and confirm the conversation appears with the exchanged messages.

This confirms the connection, delivery flow, and message sync.

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Human support on Instagram

Instagram channels support human takeover inside Zaia.

To handle a conversation manually:

1. Open the conversation in Tickets.

2. Click Take over ticket.

3. Send the reply as a human attendant.

4. Wait for the user response.

5. Click Mark as finished when the conversation is done.

While the ticket is in progress, the Agent stops replying.

For eligible conversations outside Instagram's standard 24-hour messaging window, Zaia sends human replies using Meta's Human Agent permission flow.

This is the flow used when a human needs to continue support after the standard reply window.

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Manual takeover outside Zaia

Instagram channels also support manual takeover outside Zaia.

When Enable manual takeover and interrupt Agent responses is enabled:

• Proactive messages sent from another platform are treated as human messages.

• The Agent stops replying to that conversation.

Return control to the Agent

Instagram requires an extra confirmation before the Agent resumes.

1. React to the user's latest message with the preconfigured emoji.

2. Send a new message.

Both steps are required.

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Reuse an existing Instagram connection for Workflow triggers

When an Instagram connection is already valid in Zaia, supported external-event triggers can reuse that connection without asking the user to authenticate again.

• The first use creates the reusable connection link required by the trigger.

• Later uses reuse the same link instead of creating duplicate connections.

• The initial supported provider is Instagram.

• The Workflow remains the place where the external-event trigger is configured.

• Trigger executions remain visible in Executions.

If the existing connection cannot be reused, Zaia reports whether the failure happened while importing the credentials, linking the connection, or making the authenticated request. Reauthentication may be required when the original Instagram connection is no longer valid or compatible.