> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Instagram DM Conversations

> **Who can use this?**
>
> * Gallabox users with the **Instagram channel connected**.
> * Roles: Owners and Admins can configure Instagram settings. Agents can view and reply to Instagram conversations.

## Plan Availability

| Feature                            | Basic | Essential | Advanced |
| ---------------------------------- | :---: | :-------: | :------: |
| Receive and reply to Instagram DMs |   ✓   |     ✓     |     ✓    |
| AI-based DM automation             |   —   |     ✓     |     ✓    |

## What are Instagram DM Conversations?

When someone sends you a Direct Message on Instagram, it appears in your Gallabox Inbox alongside your WhatsApp conversations. You can reply without switching to Instagram.

Instagram conversations in Gallabox include:

* **Direct Messages (DMs)** — private messages sent to your Instagram Business account
* **Story replies** — replies to your Instagram stories
* **Reels engagement** — messages from Reels interactions

## Message Types Supported

| Message Type   | Supported | Notes                    |
| -------------- | :-------: | ------------------------ |
| Text           |     ✓     |                          |
| Images         |     ✓     |                          |
| Videos         |     ✓     |                          |
| Voice messages |     ✓     |                          |
| Reels          |     ✓     | Appears as video message |
| Story replies  |     ✓     |                          |
| Stickers       |     ✓     |                          |
| Locations      |     ✓     |                          |
| Contacts       |     ✓     |                          |
| Documents      |     ✓     |                          |

## How to Use Instagram DM Conversations

1. Go to **Channels → Instagram** in the left navigation of Gallabox.
2. Verify your Instagram account is connected and the status shows **Connected**.
3. Open any conversation with an **Instagram icon** in the inbox.
4. Type your reply in the compose box and click **Send**.
5. The customer receives your reply in their Instagram DMs.

<Info>
  The 24-hour messaging window is the most important thing to understand about Instagram messaging. Meta only allows businesses to send free-form messages within 24 hours of a customer's last message. After that window closes, you cannot send outbound messages on Instagram — the customer must message you again.
</Info>

## The 24-Hour Messaging Window

**What it means:** Meta's business policy allows businesses to send free-form messages to users only within 24 hours of the user's last message. After that window closes, you cannot send outbound messages on Instagram — the customer must message you again.

### How it works in practice

| Scenario                               | What you can send                             |
| -------------------------------------- | --------------------------------------------- |
| Within 24hr of customer's last message | Any message (free-form text, images, etc.)    |
| After 24hr window closes               | Nothing — the customer must message you again |

### What happens if you try to send outside the window

If you try to send a free-form message after the 24-hour window has closed, Gallabox will show an error:

> "Message rejected. The 24-hour messaging window has expired."

After the window closes, the conversation can only continue when the customer messages you again.

### Extending the window

The 24-hour window resets when the customer sends you another message.

## Comment Automation

Comment automation is separate from Instagram DMs. See [Instagram Comment Automation](/instagram/comment-automation) for availability, setup, modes, and management.

## Session Management

Instagram Chat AI Agent sessions use a configurable inactivity timeout that defaults to 3 minutes. This Gallabox session setting is separate from Meta's 24-hour messaging window. For full session behaviour per channel, see [Chat AI Agent Channel Behaviour](/ai-agents-and-bots/chat-ai-agent/channel-behaviour).

## FAQs

<AccordionGroup>
  <Accordion title="Why can't I send a message to an Instagram contact?">
    The 24-hour messaging window has likely expired. Meta only allows free-form messages within 24 hours of a customer's last message. After the window closes, you cannot send any outbound message on Instagram — Instagram has no template message mechanism. The customer must message you again to reopen the window.
  </Accordion>

  <Accordion title="Instagram DMs are not appearing in my inbox">
    Check these things in order:

    1. Is your Instagram account connected? Go to **Channels → Instagram** and verify the connection status shows **Connected**.
    2. Is it an Instagram Professional account (Business or Creator)? Personal accounts cannot be connected.
    3. Has the customer sent you a DM first? Gallabox only receives messages from your connected Instagram account — if the customer hasn't messaged you yet, you can't initiate contact outside the 24-hour window.
    4. Did you grant all requested permissions during the direct Instagram connection? Disconnect and reconnect the account if permissions were skipped.
  </Accordion>

  <Accordion title="My Instagram account shows as connected but I'm not receiving messages">
    Check these in order:

    1. **Is your Instagram account a Professional account?** Go to Instagram Settings → Account → Switch to Professional Account (Business or Creator).
    2. **Has the customer sent you a DM first?** Gallabox only receives messages from contacts who have messaged your account. If a customer hasn't messaged you yet, you cannot initiate contact outside the 24-hour window.
    3. **Did you grant the requested permissions?** If messaging permissions were skipped during the direct Instagram connection, disconnect and reconnect the account.
  </Accordion>
</AccordionGroup>