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Instagram

Moveo.AI provides an out-of-the-box integration with Instagram, enabling your AI Agent to handle customer conversations through Instagram Direct Messages.

How it works​

When you connect your Instagram account to Moveo:

  1. Users send messages to your Instagram business profile
  2. Moveo receives messages via the Meta (Facebook) API
  3. Your AI Agent processes the message and generates a response
  4. The response appears in the user's Instagram Direct Messages

This integration uses Meta's Messenger Platform, which is why you need a Facebook Page linked to your Instagram account.

Connect your Page​

Before you begin​

Depending on whether you have connected Facebook or Instagram to Moveo before, follow the corresponding guides outlined below:

First time connecting an Instagram account​

Follow the steps outlined below:

  1. Click Connect to redirect to the Meta Dialog Window.
  2. In the Meta Dialog Window, select only one Instagram account and its connected Facebook Page and grant all permissions to Moveo.
  1. Once you complete the process in the Meta Dialog Window, you will be redirected back to Moveo, where you can configure your integration.

Connecting more than one Instagram accounts​

If you have already connected an Instagram account to Moveo, then you must keep your previously connected Instagram accounts and their linked Facebook Pages selected in the Meta Dialog Window to preserve an active connection. Follow the steps outlined below:

  1. Click Connect to redirect to the Meta Dialog Window.
  2. In the Meta Dialog Window, select the new Instagram account and its linked Facebook Page, while keeping the old one(s) selected. Grant all permissions to Moveo.
  1. Once you complete the process in the Meta Dialog Window, you will be redirected back to Moveo, where you can configure your integration.

Configure your integration​

Now that you have successfully connected your Instagram account to Moveo, it's time to configure it to meet your needs. Unlike Facebook Messenger, there are not many configuration options yet.

Status​

To start receiving messages, you need to make your integration Active.

Advanced security settings​

In some cases, the webview may need to exchange context with the AI Agent. To ensure that the data is secure, you need to create a pair of RS256 private/public keys. Add your public key in your integration in PEM format.

Coexistence​

Coexistence lets your team reply to customers from the Instagram app. When a person replies from the app, the AI Agent stops answering that customer. This works like WhatsApp coexistence. Coexistence is off by default.

To turn on coexistence:

  1. Open your Instagram integration.
  2. In the Coexistence card, turn on Hand over when a human replies from the app.
  3. Optional: turn on App handover timeout and set how long the AI Agent stays paused. The default and the maximum are 7 days.
  4. Optional: in Reset command, enter the text that gives the conversation back to the AI Agent. The default is /reset. The maximum is 64 characters.
  5. Select Save.
Coexistence card with the app handover on, a 7-day timeout, and the /reset command

When a person replies to a customer from the Instagram app, these things occur:

  1. Moveo hands the conversation over to your human agents.
  2. Moveo records the text of the reply in the conversation history.
  3. The AI Agent stays paused for that customer until the timeout ends or a person sends the reset command.

If no conversation exists, Moveo creates one that is already handed over. While the AI Agent is paused, a new conversation from that customer also goes to your human agents.

To give the customer back to the AI Agent before the timeout ends, send the reset command from the Instagram app. The match ignores case and spaces at the start and end. Moveo does not record the reset command in the conversation history. A conversation that is already handed over stays with your human agents. The AI Agent answers the next new conversation from that customer.

The customer sees the reset command

Every message that you send from the Instagram app goes to the customer, and this includes the reset command. Use a reset command that reads naturally in the conversation.

Rule required

For the AI Agent to answer after the reset, you need a rule with the trigger A customer starts a conversation that assigns the AI Agent. See Rules.

Coexistence has these limits:

  • Coexistence applies to Instagram only. Facebook Messenger does not support it.
  • Moveo records only the text of a reply from the app.
  • Automatic replies from the Instagram app, such as away messages, also count as a human reply.

Troubleshooting​

Not Page Admin error

You need Admin access to the Facebook Page linked to your Instagram account:

  • Check your role in Facebook Page settings
  • Request Admin access from current Page admin
  • Ensure Page is properly linked to Instagram account
  • Verify you're using the correct Facebook account
Permission errors

All requested permissions must be granted in the Meta Dialog Window:

  • Review each permission carefully
  • Ensure all checkboxes are selected
  • Don't skip any permission requests
  • Re-authenticate if permissions were denied
Multiple account connection issues

When connecting additional accounts:

  • Keep ALL previously connected accounts selected
  • Add only ONE new Instagram account
  • Select the corresponding Facebook Page
  • Don't deselect existing connections
Messages not being received
  • Verify integration is set to Active in Moveo
  • Check Instagram account is properly linked to Facebook Page
  • Ensure webhook permissions are granted
  • Confirm AI Agent is assigned to the environment
Responses not sending
  • Check Instagram account status and restrictions
  • Verify Facebook Page is published and active
  • Review Meta app permissions and status
  • Ensure no rate limits are being hit

Limitations​

Platform restrictions​

  • Professional account required: Cannot use personal Instagram accounts
  • Facebook Page dependency: Must maintain active Facebook Page connection
  • Meta's policies: Subject to Instagram and Facebook business policies
  • Message types: Limited to text and basic media formats

Integration constraints​

  • One account per environment: Each Moveo environment supports one Instagram connection
  • Admin access required: Must maintain Admin role on connected Facebook Page
  • Page connection: Instagram account must remain linked to Facebook Page
  • Business verification: Some features require Meta Business verification

Resources​

Documentation​

Tools​

Support​

Next steps​

Once your Instagram integration is active:

  1. Optimize your business profile for customer engagement
  2. Test thoroughly with different message types
  3. Configure handover rules for complex inquiries
  4. Monitor Instagram insights to track performance
  5. Train your team on Instagram-specific workflows
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