STRAX Reach · Messaging apps
Instagram Direct messages in Reach
When clients send your brand a direct message on Instagram, Reach picks it up and your team answers it with the client's full history on screen.
- Direct messages
- Signed webhooks
- ig.me link codes
Direct messages for a professional account
Instagram messaging runs through the same Meta platform as Messenger, with its own permissions. Reach verifies each webhook call, reads the Instagram-scoped sender id and adds the message to the matching conversation.
Many brands receive product questions on Instagram long before a person becomes a client. Reach keeps those threads apart from verified clients until the person links their account with a code.
Instagram conversations tend to start public and turn private. Reach picks them up at the private stage, applies the same admission rule as your other channels, and keeps the reply history with the client once they have linked their account.
Where it helps
Campaign responses
People reply to a promotion with questions and your team answers them from Reach alongside other enquiries.
App download help
Guide someone through registering for your wallet app and link their Instagram identity once they have an account.
Complaint intake
Move a public complaint into a private message and keep the resolution on the client record.
Promotion follow-up
Tell people who asked about a cashback promotion when it goes live, once they have linked their account.
What you need
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A professional Instagram account
Connected to a Facebook Page, with message access allowed in the Instagram app settings.
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A Page token with Instagram permissions
Including the basic and message management scopes, stored in the STRAX credential vault.
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A public HTTPS address
Instagram webhooks are delivered by Meta and must reach the install.
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Reach Core
The contacts and console this channel files into.
Good to know
Meta renames Instagram webhook fields between API versions. Test the first live message after any version change before you rely on the channel.
Questions
Does it cover comments?
It covers direct messages. Comments stay in Instagram, where your social team manages them.
Can clients link their Instagram account?
Yes, an ig.me link with a code connects the Instagram-scoped id to their client record.
What is still missing?
Attachments and documents are the next step; text messages work today.
Who in our team sees Instagram messages?
Every agent with access to the Reach console. Filter by channel when your social team wants to handle Instagram on its own.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add Instagram to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Global variable | 1 |
| Workflow | 3 |
What happens on install
After the import, and only with your consent, the installer runs:
- Reach - Register Channel : Registers the Instagram channel with Reach Core, disabled until its credentials are entered
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - Instagram"
Search or browse to this listing and review the contents disclosure; every package shows what it contains before anything runs.
Install
Choose Install, or "Customise with AI" to adapt the package to your environment first. No licence is needed for free listings.
Instagram and Meta are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.