Instagram

With Instagram, customers send a direct message (DM) to your business's professional account and get the same assistant as on WhatsApp: same services, same hours, same Inbox. It is a customers-only channel: the team gets no notices through Instagram.

Instagram is enabled once Meta approves the Fiuit app. If you don't see the Instagram card in Channels (or it shows "Coming soon"), it isn't available for your project yet.

Connect your account

1. Your Instagram account must be professional (Business or Creator). No Facebook Page is needed.
2. In the panel, go to Channels → Instagram and tap Connect Instagram. Only the owner can do this.
3. Log in to Instagram with the business account and accept the permissions (basic profile and messages).
4. You come back to the panel with the account connected (@your_account). Try it by sending a DM from another account.

Fiuit stores the access encrypted and renews it before it expires. If Instagram revokes it (for example, you changed the password or removed the permission), the card turns Disconnected and you need to connect again. The same account cannot be connected to two projects. Disconnect deletes the stored access and keeps the history.

What it does

• Answers with the same bot: finds slots, places holds, confirms, answers from your knowledge and hands off to a person.
• Accepts text. If the customer sends a photo, audio or another attachment, the bot asks them to type it. Comments, story mentions and Messenger are not included.
• Options show as a numbered list (no buttons).

The 24-hour rule

Meta only allows replies within 24 hours of the customer's last message. So:

• Bot and team replies go out while the window is open. If it has expired, the message is not sent and the conversation goes to a person.
• Automatic notices (reminders, confirmations, «on the way», assigned time) don't go out through Instagram outside the window. If the customer also wrote to you on WhatsApp or Telegram, the notice goes there, always within that channel's own rules (for example, the 24-hour window of official WhatsApp). If they have no usable channel, the notice is not retried: the task gets the no-se-pudo-avisar tag and shows up in Today's Needs your attention («Could not notify»). Let them know yourself and remove the tag.
• You can't start a new Instagram conversation from the customer card: the customer opens it by writing to you.

Status and pauses

In Channels → Instagram you see the connected account, the access status and when it expires. You can pause the bot or the channel like any other channel.

Complete authorization in the same browser and project where you started. Do not share the connection link.

Disconnecting releases the account so it can connect to another project. Revocation is detected when sending, checking status or refreshing; deauthorization and data deletion callbacks are still pending. Disconnecting preserves history and does not delete the data.

If the window expires during sending, another usable channel for the same customer is tried. The no-se-pudo-avisar mark has a reserved slot in addition to twenty business tags, preserving them all. Reconfirmations and review requests remain in their original conversation and do not switch channels.