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Why Instagram DMs

  • 1 billion+ active users on Instagram
  • High engagement especially for visual brands
  • Story replies convert to DMs automatically
  • Young demographic prefers Instagram over email

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Setup

1

Requirements

Instagram Business or Creator account linked to Facebook Page
2

Go to Settings

Navigate to Settings → Integrations in Cosmo
3

Connect Instagram

Click Instagram Direct card → Connect
4

Select Account

Choose your Instagram Business account
5

Grant Permissions

Authorize Cosmo to read and send DMs
Connection takes 2-3 minutes. Once connected, Cosmo automatically responds to Instagram DMs.

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Requirements

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Account Type

Must be Instagram Business or Creator account (not personal) How to convert:
  1. Open Instagram app
  2. Go to Settings → Account
  3. Switch to Professional Account
  4. Choose Business or Creator

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Facebook Page Required

Instagram must be connected to a Facebook Business Page:
  1. Create Facebook Business Page (if you don’t have one)
  2. Connect to Instagram: Settings → Linked Accounts → Facebook
  3. Link your Instagram to the Facebook Page

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24-Hour Messaging Window

Same as WhatsApp:
  • Can message customers anytime if they messaged you in last 24 hours
  • After 24 hours, can only reply if they message you again
  • Story replies and mentions reopen the window
Pro tip: Post engaging Stories with question stickers to encourage DMs and reopen messaging windows.

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Supported Message Types

  • Text messages
  • Images and photos
  • Videos (up to 15 minutes)
  • Voice messages
  • Stories (replies convert to DMs)
  • Quick replies with buttons
  • Generic templates with images and buttons

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Story Replies

When someone replies to your Story, it creates a DM:
  • Cosmo can automatically respond
  • Great for re-engagement campaigns
  • Use question stickers to encourage replies

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Best Practices

Instagram users expect quick responses. Aim for under 1 hour.
Send product photos, videos, and carousel messages—it’s Instagram!
Post Stories with questions/polls to drive DM conversations.
Instagram is more casual than WhatsApp—adjust AI personality accordingly.

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Compliance

Instagram prohibits:
  • Spam and unsolicited messages
  • Automation that mimics human behavior inappropriately
  • Selling prohibited items
  • Harassment or abusive behavior

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Troubleshooting

Connection Issues

Can’t connect Instagram account

Messaging Issues

Messages not sending or receiving

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Connection Issues

Can’t connect Instagram?
  • Verify account is Business or Creator (not personal)
  • Check Facebook Page is connected
  • Ensure you’re admin of both Instagram and Facebook Page
  • Disconnect and reconnect Facebook in Instagram settings
Messages not appearing?
  • Check connection status in Cosmo Settings
  • Verify webhook is active (reconnect if needed)
  • Refresh Instagram permissions

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Messaging Issues

Can’t send messages?
  • Check 24-hour messaging window
  • Verify recipient hasn’t blocked you
  • Make sure account is active (not restricted)
Need Help? Contact our team: [email protected]