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Instagram messaging is an optional feature that Nexor enables on request.
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.

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What the connection supports

After the feature is enabled, Nexor can:
  • Connect and manage more than one Instagram account in the same workspace.
  • Route text from general direct messages on one connected account to a selected Agent.
  • 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.
Nexor can reply only within 24 hours of the person’s latest inbound message. If the window closes, the person must send another message before the Agent can reply again.

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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.

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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.

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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.

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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.

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Disconnect an account

Open Integrations → Instagram, select the account, open its settings menu, and choose Disconnect. Nexor stops sending and receiving messages through that account. The current product does not provide a verified public contract for how existing leads and conversation history are retained after disconnection. Confirm any retention requirement with Nexor Support before disconnecting.
Last modified on September 8, 2026