Instagram DM FAQs

How do I connect the API to my profile in Sprout?

All you need to do is re-authenticate your Instagram Business Profile when prompted in Sprout.

If an Instagram DM contains a link, can I access it in Sprout?

Yes. You can click the link directly in Sprout to open it.

Do the Instagram DMs that appear in the Smart Inbox include primary, general and message requests?

Yes. There is no distinction between these categories and they all appear as an Instagram DM in Sprout, even if they don’t approve the request in native.

If a Facebook user without an Instagram profile messages my brand via Messenger, will that appear in Sprout?

No. Due to an API limitation, this message won’t appear in the Smart Inbox. If you accept this message in native Instagram, it still won’t appear in Sprout.

Can I sort between primary and general messages like it’s currently formatted in Instagram? My team currently sorts between affiliates and potential partners from general inquiries.

No, there isn’t a way to distinguish between primary and general messages in Sprout. Instead, you can use message tags or custom Inbox Views to categorize and sort your messages.

Can I remove Instagram DMs from a specific Group’s inbox in Sprout?

No, you can only remove an entire Instagram profile from the Group or individual users. You can’t set public Instagram message types (like comments) as available and hide DMs. 

Can I filter by Instagram DMs and Story Replies in the Smart Inbox?

No. Instagram DMs and Story Replies are both considered Direct Messages under the same filter in the Smart Inbox.

Can I see when an Instagram user likes my message response in Sprout?

Yes. However, there’s a small delay from the time the user likes your message on Instagram to the time it appears in Sprout. You can change your filters or refresh the Smart Inbox to see message likes more quickly.

I was receiving Instagram DMs in Sprout, but new messages are no longer appearing, how can I fix this?

Your Messages Access control might have been reset or turned off for your Instagram Business Profile in the native Instagram app. Review the instructions in the Required prerequisites section to check the status of this setting and re-authorize the profile in Sprout, if necessary.

Some of the images within my Instagram DMs are not loading, how can I fix this?

Your Messages Access control might have been reset or turned off for your Instagram Business Profile in the native Instagram app. Review the instructions in the Required prerequisites section to check the status of this setting and re-authorize the profile in Sprout, if necessary.

I just re-authenticated my profile to access Instagram DMs. Will previous DMs backfill?

Yes, Sprout backfills Instagram DMs 30 days after you re-authenticate your profile to access Instagram DMs.

Can I use Bots for Instagram via DM?

No, not at this time.