From social intent to a clear owner
What the connection does
Connecting Instagram lets eligible direct messages enter the ConvoRev workspace, where an approved AI Agent may respond and a person can review, take over or continue the next action.
The conversation begins from the connected professional account or an approved entry route.
The eligible message and contact context reach the intended ConvoRev workspace.
The approved Agent may reply, or a person can pause automation and take over.
The customer moves toward the approved booking, estimate, application or handoff.
Only the approved message routes, conversation scope and response behavior should be enabled. Support can vary by message type, current permissions and the customer's entry context.
Use the right account type
Confirm account readiness
The customer-facing Instagram account must be ready for business messaging before you begin the ConvoRev authorization flow.
Use the professional account customers already recognize and the business is authorized to manage.
Convert the intended customer-facing profile to an appropriate professional account before proceeding.
Meta supports more than one developer login configuration. This guide describes the business-asset path used for the supported ConvoRev connection; follow the authorization options presented for your account.
Six preparation checks
Before you connect
Confirm the asset relationships, administrator and conversation scope before opening authorization. This avoids connecting the wrong account or granting access from an incomplete business setup.
Professional account
Use an Instagram Business or Creator account. A personal account is not sufficient for this managed messaging connection.
Published Facebook Page
For the supported connection path, confirm the professional account is linked to the correct published business Page.
Business portfolio
Confirm the Instagram account and related Page are available in the intended Meta business portfolio.
Authorized administrator
Use a person with the access required to review the assets and approve messaging permissions.
Approved Agent and scope
Define the customer questions, next action, knowledge and boundaries included in the first release.
Test and handoff owners
Prepare an external Instagram test account and a monitored person who can take over conversations.
Use the approved Meta authorization screen. Never send Instagram or Facebook passwords, verification codes, recovery information or secret credentials through email, chat or general support fields.
Five controlled stages
Complete the connection process
Move from account verification to private testing in order. Stop if the wrong business assets appear or the authorizing person cannot confirm ownership.
Confirm the professional account
Verify the Instagram username, account type and business identity. Make sure the account selected for connection is the one customers already recognize.
The correct customer-facing account
Review the connected Meta assets
Confirm the related Page and business portfolio for the supported connection path. Resolve duplicate, missing or incorrectly owned assets before authorization.
One verified asset set
Complete secure authorization
Open the approved Meta authorization flow, review the requested messaging access and select only the correct business assets. Never send credentials or verification codes by email.
Approved messaging access
Assign conversation routing
Connect inbound direct messages to the intended ConvoRev workspace, AI Agent, human queue and notification destination.
A complete response path
Run private end-to-end tests
Use an external account to test customer-visible behavior, contact mapping, AI responses, handoff and manual takeover before normal traffic is enabled.
A documented release decision
Test real conversation context
Understand the message paths in scope
Do not assume every Instagram interaction enters the inbox or behaves the same way. Confirm each route the business intends to use.
New direct message
A customer starts a new conversation from the Instagram profile and it reaches the intended inbox.
Existing conversation reply
A customer continues an eligible conversation and the new message is added to the correct thread.
Common message formats
Typical text and image messages are reviewed so the team understands how each appears and should be handled.
Approved campaign entry
Ad, post or comment-related routes are used only when they are included in the approved setup and supported by current permissions.
A reply triggered from a comment, post or advertisement should make sense in the customer's original context. Do not enable generic outreach simply because an entry route is technically available.
Give every conversation a destination
Route the shared inbox and AI Agent
A connected account is ready only when eligible messages reach the correct workspace, response behavior, next action and human owner.
The person receiving a handoff should know why it occurred, see the useful conversation context and be able to continue without forcing the customer to repeat the request.
Test from outside the business assets
Private verification checklist
Use an external Instagram account and verify the full customer journey. Test only the routes included in the approved first release.
External new DM
Send a new direct message from an Instagram account that is not part of the connected business assets.
Existing thread
Reply within an existing eligible conversation and confirm the correct thread receives it.
Text and image
Test the common text and image formats the business expects customers to use.
Human-trigger case
Send a complaint, exception, ambiguity or other approved escalation scenario.
Included entry route
If configured, test the specific ad, comment or post route using real campaign context.
Manual control
Take over the conversation, verify the AI Agent pauses, then return control only through the approved process.
Do not move to normal customer traffic while messages are missing, threads are mapped incorrectly, the AI Agent replies outside its scope or manual takeover creates competing responses.
Human control must be deliberate
Verify manual takeover and return to AI
The handoff process should prevent the AI Agent and a person from replying at the same time. Test both directions before release.
Trigger handoff
Use an approved escalation scenario and confirm the conversation reaches the monitored person or queue.
Pause the Agent
Verify the AI Agent stops before a person continues the conversation.
Respond manually
Confirm the person can see the thread context and reply through the intended operating path.
Return deliberately
Resume AI handling only when the conversation is appropriate and the approved return process is followed.
Controlled launch
Use these launch safeguards
Start with direct messages
Begin with the smallest approved path and add campaign-related entry routes only after the core inbox flow is stable.
Monitor early threads
Review real answers, contact context, next actions and handoffs while corrections are easy to make.
Respect message context
Keep replies relevant to the customer's DM, post, comment or advertisement context.
Keep human ownership visible
Maintain a monitored escalation destination and clear responsibility for manual conversations.
Preserve secure access
Review administrators and permissions when team members, agencies or business assets change.
Recheck changing capabilities
Verify current Meta permissions and supported message behavior before expanding the use case.
Diagnose the exact layer
Troubleshooting
Identify whether the issue involves account type, business assets, authorization, routing or message eligibility before repeating the connection.
The Instagram account is not listed
Confirm it is a Business or Creator account and that the authorizing person can access the intended Meta business assets.
The wrong Page or account appears
Stop before approving. Review asset ownership and account relationships, then restart with the correct administrator.
New DMs do not reach ConvoRev
Confirm the selected account, messaging permissions, intended workspace and a test from an external Instagram account.
The AI Agent does not respond
Check that the correct Agent is attached and active for this route, then review hours, pauses, handoff state and message eligibility.
A format or campaign route behaves differently
Confirm that the message type and entry route are supported by the current connection and included in the approved scope.
- Instagram username
- Approximate test time
- Entry route tested
- Expected and actual result
- Screenshots without secrets
Continue the social messaging path