If the Instagram card does not appear under Integrations, contact Nexor Support to request access. If Integrations itself is not available in the navigation, ask an account administrator to complete the setup.
What the connection supports
After the feature is enabled, Nexor can:- Connect and manage more than one Instagram account in the same workspace.
- Route general direct messages on one connected account to a selected Agent, including reactions, story mentions, and shared posts.
- Route replies to Instagram stories through separate automations, with an optional keyword and Agent for each automation.
- Send the Agent’s replies as text while Meta’s 24-hour response window is open.
- Show Instagram conversations in Inbox, where a team member can reply on Instagram.
Before you start
Have the following ready:- An Instagram Business or Creator account. Personal accounts cannot complete this connection.
- Access to sign in to that account through Meta and approve the requested permissions.
- The Agent that should answer the account’s direct messages.
Connect an Instagram account
1
Open Instagram
Go to Integrations → Instagram and select Connect.
2
Continue to Meta
Review the account requirement, then select Connect Instagram. Nexor redirects the browser to Meta for sign-in and consent.
3
Choose the account
In Meta, sign in and choose the Instagram Business or Creator account to connect. Approve the permissions needed for direct messages, then return to Nexor.
4
Open the account
If several accounts are connected, select Configure on the one you want to use. Nexor shows the connection status and its active automations.
5
Assign direct messages
Select New automation, choose Direct messages, and select the Agent that should reply. Then select Create automation.
Add a story reply automation
Story reply automations can route a specific response to a different Agent from the one that handles general direct messages.1
Start a new automation
Open the connected account and select New automation.
2
Choose Story replies
Enter a name for the automation and choose Story replies as the trigger.
3
Set the match
Enter a keyword when only matching story replies should trigger the automation. Leave the keyword empty to match any reply to a story.
4
Choose the Agent
Select the Agent that should handle matching replies, then select Create automation. A new story automation starts active and can be paused with its switch.
An active story automation takes priority for matching replies. This trigger applies to replies sent to an Instagram story, not to comments on posts.
What reaches the Agent
The Agent assigned to direct messages receives the lead’s text messages. It also receives messages without text, such as a reaction to a story, a mention of the account in the lead’s story, a shared post or reel, or a sticker. For these, the Agent gets a short description of what the lead sent, not the media itself, and can answer it. A message with nothing Nexor can describe does not reach the Agent.Reply to a lead from Inbox
Once the lead sends a direct message, the Instagram conversation appears in the lead’s conversation and in the Inbox views that list active conversations.1
Open the conversation
Open the lead from Inbox or Leads.
2
Choose Instagram
In the composer’s channel selector, choose Instagram. The option appears for leads with an Instagram conversation on a connected account.
3
Send the reply
Write the reply and send it. The composer accepts plain text.
Manage accounts and connection status
Use Connect another from the Instagram integration to add another account. Each account keeps its own direct-message assignment and story reply automations. When an account needs attention, open its settings menu:- Use Reconnect when Nexor reports that authorization must be renewed.
- Use Retry connection when the account connected but message delivery could not be enabled.
- If the account is already connected to another Nexor workspace, resolve that connection before trying again.