Instagram Direct Messages

Updated 8 hours ago by Zach Banov

The Instagram Direct Message channel lets you receive and reply to Instagram direct messages and story mentions from within Gorgias.

How it works

When a customer mentions you in an Instagram story or sends you a Direct Message via Instagram, we will create a ticket in Gorgias. This ticket will not only contain the latest message that the customer sent you, but it'll also contain the DM history that you have with the user as well of up to 50 DMs.

You can respond to this message the same way you respond to chat or Facebook Messenger tickets. For example:

Please note that we cannot pull story content into Gorgias. Instead, we provide a hyperlink to the story. Responding to story mention tickets will open a direct message that references that story mention in the first response.

Setup instructions

As of August 16th, all Instagram business accounts, regardless of follower count, can have access to Instagram Direct Messages.

If your account is not on a legacy plan then you will automatically be granted access to Instagram Direct Messages.

To check if you are on a legacy plan, visit your Facebook integration settings. If your settings do not include the Upgrade button shown below, then you are not on a legacy plan.

Note that your Facebook page needs to be associated with an Instagram account. Please check the screenshot below.

You can add an Instagram Direct Message integration through your Facebook integration. Just follow the instructions below:

  1. In Instagram Business messenger, go to SettingsPrivacyMessages and make sure your Allow Access to Messages setting is set to Active if it is not, then toggle it to active.
  1. In Gorgias, go to SettingsIntegrationsFacebook, Messenger & Instagram and click on desired Facebook page
  2. Click the green Reconnect button. This will take you to a Facebook page and ask you to reconnect the account again, so an admin of the Facebook page must do this step.
  3. Check the Enable Instagram direct message checkbox and click Save changes.

Once you save the integration updates, you should start receiving Instagram Direct Message tickets immediately.

  1. After following these instructions, you should see one of two options on your Enable Instagram direct message settings page.
If you see a different option than the ones shown below, you have likely missed a step in the activation instructions.

Access Granted: Account meets follower requirements and is not on a legacy plan

Access Denied: Account is on a legacy plan

Additional features

Responding to Instagram Comments via Direct Message

You can also privately respond to an Instagram comment, which will create a new Instagram Direct message ticket in Gorgias.

To do so, open an Instagram comment ticket, hover over the customer's message, and select the Direct message button, which is pictured below.

Selecting this button will open a pop-up text editor, which you must use to write out your first response and initiate the Instagram Direct message conversation.

Only the first Direct message response you send will be sent from the original Instagram comment ticket. After sending this first Instagram Direct message, you will be taken to a new Instagram direct message ticket in Gorgias, where you will continue the rest of the conversation.

The new ticket will be populated with a "Respond to an Instagram Comment" event, which will include the comment you were responding and a link to the Instagram comment ticket where you initiated the conversation. It will also include the Instagram Direct message response from the previous step.

The rest of the conversation will take place on the new Instagram Direct message ticket and will function the same as any other Instagram Direct message ticket.

We support GIF and audio DMs only when these are received via Webhooks. If it's a real-time message, you will be able to see the GIF/ audio DM in Gorgias. However, if the GIF is a history import the following error will appear "Media not yet supported by the Instagram Messaging API".


We do not yet support the following types of DM content:

  1. Real time DMs
  • Reels
  • IGTV
  • Guides
  • Products 
  1. History import DMs
  • GIF
  • Audio
  • Reels
  • IGTV
  • Guides
  • Products
Replies are allowed within 24 hours of the creation date of the message. Passed that date, you cannot respond to the direct message anymore.
Direct messages from one person go into the same thread. After setting a customer on one ticket their next DM will open a brand new ticket with the same IG username and without the customer data. You would have to merge the customer instead of setting them and only after that will the DMs all go into one thread.


Click here to view our Instagram Direct Messages FAQs.

What do you think? Yay or Nay?