To make sure replient.ai routes your customer messages correctly, set up Conversation Routing on your connected Instagram account.
This article explains what Conversation Routing is and how to configure it for Instagram.
What is Conversation Routing?
Conversation Routing determines how incoming messages are automatically handled by apps connected to your Page, such as replient.ai. It allows you to specify which app should respond to messages based on their entry point - for example, from ads, links, or organic chats - ensuring a seamless operation between automation and live support.
Meta introduced this system to create richer conversations between businesses and customers. Instead of requiring complex business logic inside each app, Conversation Routing coordinates multiple apps to work together seamlessly.
If only one app is connected to your Page, it will automatically handle all messages. When multiple apps are connected, Conversation Routing directs each message to the correct app to avoid conflicts or duplicate replies.
⚠️ Note: On Instagram, the Handover Protocol may still be available. However, we recommend using Conversation Routing to ensure compatibility and prevent connection issues.
Which Instagram connection type are you using?
replient.ai offers two ways to connect Instagram:
| Instagram (via Meta Business Suite) | Instagram (organic) |
Connection | Via Facebook Page | Direct Instagram login |
Organic comments | ✅ | ✅ |
Ad comments | ✅ | ❌ |
DMs | ✅ | ❌ |
Conversation Routing needed | ✅ Yes | ❌ No |
👉 If you run ads or want to manage DMs, always use the Instagram connection (via Meta Business Suite). This is the recommended option.
👉 Instagram (organic) is only for creators who don't have a Facebook account at all. Conversation Routing does not apply here — but you also won't have access to DMs or ad comments.
⚠️ You can only use one of the two connection types at a time — not both.
If you're currently connected via Instagram (organic) and want to switch, disconnect first and reconnect using the Instagram option in your Learning Tab. Note: This will delete all your current Instagram comments and analytics from replient.ai (as well as associated AI learning)
Setting up Conversation Routing for Instagram (via Meta Business Suite)
This section applies only if you connected Instagram via the Instagram option (Meta Business Suite) in replient.ai.
Step 1: Set replient.ai as Default App
Log in with the Facebook account that manages the Page
Switch to the correct Facebook Page (you can switch by clicking the user icon on the top left of the facebook page)
Go to Page Setup → Instagram Conversation Routing
4. If you see that there's no default routing app selected:
Click the Set up button.
In the pop-up that opens, click Get Started.
Check that replient.ai appears as the default routing app.
Click Continue.
5. If there's a default routing app already selected:
Click on the three-dot menu button.
Select Edit.
Choose replient.ai as your default routing app.
Click Save.
Step 2: Check Advanced Messaging Settings
Open your Facebook Business Page Settings and switch to the Page setup tab.
Click on Advanced messaging.
Under Connected apps, click the Edit button next to replient.ai's name.
Make sure that all toggles are on in the pop-up window, and click Save.
⚠️ Important: If you see other apps listed, make sure "Take control of conversation" is turned off for those apps. Otherwise, they may interfere with replient.ai.
Step 4: Check Instagram App Settings
Sometimes Instagram message permissions are disabled directly inside Instagram. Make sure:
Messaging is enabled
Message access is allowed for connected tools
The Instagram account is properly linked to your Facebook Page
Go to your Instagram Professional account → Settings and activity → Messages and story replies → Message controls → Connected tools and make sure "Allow access to messages" is toggled on.
🎥 Video walkthrough:
Step 5: Refresh Permissions
After all steps are completed, make sure to refresh permissions in replient.ai to see the changes live. You can do this in your Learning Tab under the connected Instagram channel.
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 (e.g. ManyChat, Meta Business Suite, or another CRM) 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.