You can connect Instagram and Facebook Messenger direct messages to watsi so your AI agent answers there with the same setup as on WhatsApp, and your team sees everything in the same inbox. You connect from Integrations with your Facebook account; you need to be a full admin of the Facebook Page, and your Instagram must be a professional account linked to that Page.
Requirements
- A Facebook Page for your business where you're a full admin (not just an editor).
- For Instagram: a professional Instagram account linked to that Page. watsi finds your Instagram through the Page.
- A published agent for the channel. Without a published version, the channel stays connected but the agent doesn't reply.
How to connect
- 1
Open Integrations
In the sidebar go to Integrations. Under Communication channels you'll see the Instagram ("Instagram DMs") and Facebook ("Messenger and comments") cards.
- 2
Connect with Facebook
Click connect on the card you want. Facebook login opens: sign in with the account that manages the Page and accept every permission it asks for.
- 3
Choose the Page
If you manage several Pages, watsi shows Choose the Page so you pick which one that channel uses. Click Use this Page.
- 4
Check that the agent is published
You'll see "Instagram connected — replying with agent…". If it says no agent version is published, click Open playground and publish one.
Only members allowed to configure integrations (owners and admins by default) can connect or disconnect channels. Everyone else sees Admin only.
Meta's reply window
Meta limits when a business can reply on Instagram and Messenger, and watsi applies the rule for you:
| Time since the customer's last message | Can you reply? |
|---|---|
| Up to 24 hours | Yes, normally |
| 24 hours to 7 days | Yes, as a human agent reply |
| More than 7 days | No, until the customer writes again |
Common problems
- "This account is already connected to another workspace or agent." An Instagram account or Facebook Page can only be connected in one place. Disconnect it there first.
- The connection fails over permissions. Check that you're a full admin of the Page and that you accepted every permission in the Facebook window.
Automatic replies to comments (comment → direct message) are a separate feature, Automations, which isn't available on every account yet.