If Instagram Direct Messages (DMs) - especially those coming from Facebook or Meta - are not being imported into replient.ai, this is usually caused by incorrect Instagram Conversation Routing settings in Meta.
Below you'll find a step-by-step guide to fix the issue and ensure your DMs are properly routed to replient.ai.
Step 1 applies to Instagram connected via Instagram (Facebook login). If you connected Instagram (organic), skip Step 1 and start with Step 2. More on the two connection types: How do I set up Conversation Routing for Instagram?
Meta allows only one default app to manage Instagram conversations per Page.
If another tool (e.g. ManyChat, Meta Inbox, or another CRM) is set as the default app, Instagram DMs will not be delivered to replient.ai.
This often happens when:
A new tool was connected
Default app settings were changed
The Page admin changed permissions
Instagram Conversation Routing was not configured correctly
Step 1: Set replient.ai as default app (Instagram Conversation Routing)
You must assign replient.ai as the default messaging app in Facebook Page settings.
đ Direct link to settings:
Then follow these steps:
Log in with the Facebook account that manages the Page
Switch to the correct Facebook Page
Go to Page Setup â Instagram Conversation Routing
Select replient.ai as the default application
Save changes
If you receive an error while selecting the app:
Make sure you are logged in with the correct Page admin account
Ensure the Instagram account is properly connected to the Facebook Page
Try switching Pages again before selecting the app
Step 2: Check Instagram app settings
Sometimes Instagram message permissions are disabled directly inside Instagram.
Please review the Instagram settings as shown in this short tutorial:
đĽ YouTube walkthrough:
Make sure:
Messaging is enabled
Message access is allowed for connected tools
The Instagram account is properly linked to your Facebook Page (only for the Instagram connection via Facebook)
If messaging is disabled for the API, replient.ai shows a yellow warning on the Learning page. After you fixed the setting, click Check again (the refresh icon) next to the warning.
Step 3: Only manage DMs (optional setup)
If you want to use replient.ai only for DMs and not for public comments (to save credits), you can set up an automation:
Comment automation setup:
IF Platform = Instagram
THEN Move comment to "Done"
â ď¸ Important:
This automation must be the first rule in your automation list.
This ensures:
All public comments are automatically moved to done
No credits are consumed for comment suggestions
Only DMs are handled actively
Still not working?
If DMs are still not being imported after completing the steps above please contact our support team.
Important note
Only one app can control Instagram conversations at a time.
If another tool is assigned as default, replient.ai cannot receive messages.
Once properly configured, all Instagram DMs - including those initiated via Facebook - will be automatically imported into replient.ai and visible in your unified inbox.