Instagram for your contact center

You need an Instagram professional account and an admin who can grant access through Meta. Turn on Allow access to messages in the Instagram app, and we connect the account to CONTACT.WORK. From then on, DMs, comments, and story replies land in the queue your team uses for phone calls.

Direct messages with photos, videos, shared posts, and voice messages; comments on posts, Reels, and ads; replies to your stories; and mentions of your account in other people's stories. We can connect any message type Instagram opens to business tools, including ice breakers and quick-reply buttons.

No. Agents reply from CONTACT.WORK in a browser, and followers see the message coming from your business account. Nobody on the team needs the account password.

The agent chooses: a public reply in the comment thread, or a private reply that starts a DM with the commenter. The private option suits prices, order details, and complaints you'd rather not discuss in front of other followers.

For 24 hours after a follower's latest message, comment, or call-to-action tap, you can reply however you like, and each new message from them starts a fresh 24 hours. After that, a live agent can still reply manually for up to 7 days with the HUMAN_AGENT tag – for example, to close out a support case. The tag can't be used for automated messages or promotions.

Not with regular messages. Outside the 24-hour window, promotions are possible only in formats Meta charges for, like ads that open a DM, and Meta bills you for them directly.

It answers DMs, story replies, and comments around the clock, using your knowledge base. When a request needs a person – a booking change, a refund, or an upset customer – the AI passes the thread to a team member and adds a brief recap.

The Instagram username, the name and profile photo if the person set them, and the full history: past DMs, comments, calls, and messages in other channels. The AI writes a short customer summary from these conversations, so the agent knows what the person asked about before.

As many as you need – for instance, a separate account for each brand or store. Messages from all accounts come into one queue, and you can divide them among teams.

It can. Instagram messages arrive by webhook from Meta, so your server needs an HTTPS address reachable from the internet. In our cloud, Instagram threads are kept in US and UK data centers; on-premises, they stay on your servers. If you link a CRM, it receives a copy in both setups.

Yes. A voice call to your Instagram professional account comes into the CONTACT.WORK queue next to phone calls, and an agent answers it in the browser. The call and the Direct conversation stay in one customer history.

You pay Meta and CONTACT.WORK separately. Meta doesn't charge for messages in Instagram conversations sent through its messaging API; you pay Meta directly only for ads, such as click-to-Instagram Direct campaigns or boosted posts. On our side there are no licenses or per-seat fees: you pay for your support plan, and the Instagram setup is done within its hours. Extra development, for example linking a CRM we have no ready connector for, costs $60 an hour on Pro (at least 8 hours a month) or is taken from Maxi's 40 hours, and you get an estimate before we start. Language model usage for the AI agent is charged separately. All our prices exclude applicable taxes.

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