Answer: Yes. Once a channel is deleted, all chats conducted through it will also be deleted and cannot be recovered.
If you need to keep the chat history, we recommend that you do not delete the channel, but rather deactivate it in the communication settings. In this case, integration with Telegram will be paused, but all conversations will remain in the CRM.
Answer: No. You cannot initiate a chat first from the CRM due to restrictions imposed by the Meta API.
You can message the customer first via the Instagram app. Once the customer responds, you can continue the conversation through the CRM.
Answer: Partially. If a customer quotes a message on Instagram, the quote will display correctly in the CRM.
It is not possible to send quoted messages from the CRM to Instagram due to restrictions imposed by the Meta API.
Answer: When a customer leaves a comment on an Instagram post, it appears in the CRM with the caption «Added a comment to your post».
To reply in the comment, tap the three dots next to the message and select «Reply» — your reply will be posted as a comment on the post.
If you send a message directly in the chat, it will be sent via Direct.
Answer: Yes. Reactions posted by customers on Instagram are correctly displayed in the CRM.
From the CRM, you can post a reaction only as a ❤️ — other types of reactions are currently unavailable due to Meta API restrictions.
Answer: Yes. The chats support sending and receiving voice messages via CRM.
Answer: Partially. If a customer edits or deletes a message on Instagram, those changes will be reflected in the CRM.
It is not possible to edit or delete messages from the CRM due to Meta API restrictions.
Answer: This error means that the response was sent outside the permitted time window for integrations set by the Instagram platform.
After the customer’s last message, there is a limited period during which you can respond via the CRM. Once this period ends, the platform blocks the sending of messages specifically from integrations.
You can message the customer via the Instagram app. Once they reply, the time window will refresh, and further communication will once again be available via the CRM.
These rules are described in more detail in the guide «Response Time Windows on Facebook and Instagram».
Answer: This error indicates that Instagram's services are temporarily unavailable or that there was an issue sending the message.
In most cases, the problem resolves itself. We recommend waiting a few minutes and trying to send the message again.
Answer: This error means that the attachment type or format is not supported by the Meta platform for sending via the Instagram integration.
This can happen if the file is in an unsupported format, is too large, or does not meet the platform's technical requirements.
We recommend checking the file format and size or trying to send a different type of attachment
Answer: This error means that a temporary issue occurred on the Meta platform or network while uploading the attachment, preventing the file from being successfully uploaded to Instagram.
This is most often caused by an unstable connection, a large file size, or temporary platform-side issues.
We recommend waiting a few minutes and trying to send the attachment again. If the error persists, try using a different file or reducing its size.
Answer: This error means that the necessary permission to work with messages is missing; this permission is granted during channel authorization and when confirming access to your Instagram account.
This permission may be missing or may have expired due to repeated authorizations or changes in access rights.
First, we recommend re-authorizing in the channel settings.
If the error persists after re-authorization, please contact support.
Answer: This error occurs when you try to reply to a comment that has already been deleted on Instagram.
Answer: This error means that Instagram was unable to find the user associated with the chat or action.
This usually happens if the user’s account has been deleted or deactivated, or if the user has changed their account’s privacy settings.
In this case, it is not possible to continue communicating with them.
Answer: The communication channel may automatically disconnect if the Meta platform revokes access to the Facebook page or Instagram account used to establish the connection.
This can happen in the following cases:
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the password or two-factor authentication settings of the Facebook account used for the connection have been changed;
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during authorization in another communication channel, the user revoked access to an already connected page or account (access is shared across all channels, so changing it affects existing connections);
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The Instagram account has been unlinked from the Facebook page through which the connection was established (to restore functionality, you must re-link the accounts. If this is not possible, you will need to create a new communication channel);
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Meta revokes access for its own security reasons without specifying the cause.
In most cases, it is sufficient to re-authorize in the communication channel settings.
If the channel continues to disconnect after re-authorization, please contact support.
Answer: Chats support sending and receiving the following file types:
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Audio: aac, m4a, wav, mp4 - up to 25MB;
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Images: png, jpeg - up to 8MB;
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Video: mp4, ogg, avi, mov, webm - up to 25MB;
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Files: pdf - up to 25MB.
Important: The Meta platform stores and transmits files via the API for 1 month. After this period, they will no longer appear in chats.
Stories: Images and videos from Instagram Stories will no longer appear in chats after the Story expires or is deleted.
Answer: The Meta platform does not prohibit connecting a single Instagram account to multiple CRM systems at the same time.
However, in practice, such a connection can lead to conflicts in the integrations—for example, messages may be duplicated, the channel may operate erratically, or it may periodically lose connection.
Such situations depend on the operation of the Meta API and other connected systems. If you plan to use Instagram in multiple CRMs, we recommend testing the integration beforehand before using it on a regular basis.
