Connect Instagram: DMs, comments and story replies
Connect an Instagram business account so BaTimo can answer direct messages, comments and story replies with your assistant and automations.
Connect Instagram to let your assistant and automations handle direct messages, comments on posts and reels and story replies.
Before you start
- An Instagram business account that you can administer.
- Free space in your plan's channel limit.
Connect
- Open Channels and choose Add New Channel > Instagram.
- Choose Connect with Instagram, sign in and approve access. BaTimo asks for access to your profile, messages, comments and content publishing for your Instagram professional account.
- When you return, the channel shows Connected to Instagram.
Mobile: open Home > Channels and follow the same steps. The app runs the Instagram sign-in in an in-app session and then refreshes the screen.
Accounts connected before comment access was added must be disconnected and connected again for comment replies to work.
What BaTimo handles
| Customer action | What happens |
|---|---|
| Sends a DM | A matching flow first; otherwise your assistant answers (if Answer DMs with AI is on) |
| Comments on a post or reel | A matching comment automation replies publicly and can send one private DM |
| Replies to your story | A matching story reply automation, then AI (if Answer Story Replies is on) |
| Taps a button in a flow | The flow continues without calling the AI |
| Sends a sticker or an emoji-only story reply | Ignored silently |
Instagram sets rules for private replies, the 24-hour messaging window and message formats. See Instagram rules: what Meta controls and what BaTimo does.
Channel settings
Open the channel's Settings: Answer Story Replies, Answer DMs with AI and Blocked Users (silently ignored for messages, comments and story replies). See Channels.
Disconnect
Choose Disconnect Instagram on the channel page.
Tips
- Keep Answer Story Replies on if you run story campaigns.
- Keep a clear flow for your top questions so customers get instant answers.
- Reply to customers within 24 hours; Instagram does not allow later replies in most cases.
Troubleshooting
- Connection failed or "unexpected error": try again and make sure the account is a business account you administer.
- Comments are not answered: reconnect Instagram, check the comment automation is enabled and applies to that post.
- DMs not answered by AI: check Answer DMs with AI, your conversation quota and Message Guard.
Limitations
- Instagram allows one private reply per comment, within 7 days, and further messages only after the person replies.
- On mobile the Instagram sign-in opens a separate in-app session before returning to the app.
Learn more
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