Connecting Instagram: direct messages and comments

Kulpunai receives both direct messages and comments under your posts.

Requirements

• The profile has to be a business or creator account;
• You need admin rights on the profile.

How to connect

1. Open Settings → Inboxes and add an inbox.
2. Choose Instagram.
3. Click to continue with Instagram.
4. Authorise with the Instagram profile and grant the requested permissions.
5. Add agents to the inbox.

Direct messages

Direct messages arrive in the shared conversation list and behave like any other channel: replies, canned responses, labels, assignment and automation all work.

Comments under posts

Comments create their own conversations, and the conversation shows which post the comment was left under.

There are two ways to respond:

Public reply

Your answer is published under the post for everyone to see.

Private message to the commenter

Instagram lets you send the author of a comment a private message, which is a neat way to move pricing or personal details into direct messages. Instagram only allows one such invitation per account per week.

The AI Agent can reply to comments and move the discussion into direct messages automatically, if an assistant is connected to this inbox.

If messages stop arriving

Instagram access tokens expire periodically. When that happens, a reauthorisation warning appears next to the inbox in the sidebar. Open the inbox and authorise again — your conversation history is preserved.

Instagram limitations

• You can reply in direct messages for 7 days after the customer's message;
• Comments on ad posts are not always delivered;
• Stories are only available as mentions in direct messages.