Channels
Instagram & Messenger
The same agent, the same catalog, the same rules — in your Instagram DMs and your Page's Messenger. One connect window, and your social inboxes answer themselves.
Connect Instagram
- Have a professional account
Your Instagram must be a Business or Creator account (Instagram app → Settings → Account type and tools). No Facebook Page is needed for this route.
- Press Connect with Instagram
Dashboard → Integrations → Instagram DM card → Connect with Instagram. You log in on instagram.com itself and approve.
- Done
Back on Integrations you'll see "Instagram connected — your agent now answers DMs there." The card shows which account it is answering for.
Connect Messenger
The Messenger card's Connect opens a Facebook window where you pick your Page. Every Page you grant is connected — and the same window connects Instagram too if a professional Instagram account is linked to that Page. If Facebook says no Page was shared, pick one in the window and try again.
How selling works on social
Anyone can browse: search, prices, photos and product cards all work without asking who the customer is. The one difference from WhatsApp is identity — on Instagram there is no phone number until the customer gives one.
- Phone-keyed identity. The number lands the chat on the same customer record a WhatsApp chat from that number uses — history, preferences and COD risk carry over, and next time the agent won't ask again.
- The full pipeline runs in the DM — address check, draft, confirmation, even advance payment: a payment screenshot sent in the DM is verified from there.
- Tap-to-order cards. Product results are a swipeable card carousel; tapping a card pins that exact product for the conversation. The agent can also offer a prefilled WhatsApp link as a preference — never a requirement.
- Staff pings still ride WhatsApp. When a social customer needs a human, your team is pinged on your staff WhatsApp number — the forward-to number you set under Business → Your shop details — and you reply from the Instagram app or the Inbox.
Small print that matters
- One reply allowance covers all three channels — a photo the agent reads costs 3 replies everywhere. See Plans & billing.
- If you or your team reply from the Instagram app or Business Suite, the agent pauses for that thread — same takeover rule as WhatsApp.
- Voice notes on social are transcribed (when the toggle is on) and never stored.
Troubleshooting
"Connected, but incoming messages will not arrive yet"
The connection saved but Meta refused the message subscription. It usually clears on a reconnect; if not, message us — it is on our side to finish, not yours.
"Already connected to another account"
An Instagram account or Page can serve exactly one WSend business at a time. Disconnect it in the other business first.
Messenger connected, Instagram didn't
The card will say so, with the fix: in the Instagram app switch to a Business/Creator account and link it to your Facebook Page, then press Connect again.