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How Website Chat Works Installing the Widget Allowed Websites Widget Settings Chat Button and Attention Animation Conversations Insights: Unanswered Questions
How Messenger and Instagram Replies Work Connecting a Facebook Page Connecting Instagram The Review Queue Autopilot Reply Settings Insights The 24-Hour Window Recovered Messages Notifications Pausing and Disconnecting
Working with Leads
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Integration Overview Claude Connector Webhooks for New Leads Managing Integrations
Overview Creating a Test AI Question Generation Assigning Tests The Candidate Experience AI Grading and Manager Override Analytics Releasing Results Abandonment and Retakes FAQs Troubleshooting
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Common Questions

Connecting Instagram

Instagram Direct replies work through the Facebook Page your Instagram account is linked to: connect the Page first, then switch Instagram on. There is no separate Instagram sign-in.

Requirements

  • An Instagram professional account.
  • The account linked to a Facebook Page in Meta Business Suite, under Settings, Instagram accounts.
  • That Page connected to KnowStack in 'Messenger'.
  • A Facebook connection that includes the Instagram permissions. If you connected the Page before linking the Instagram account, reconnect the Facebook account.

Switch on Instagram replies

  1. Link the Instagram account to the Facebook Page in Meta Business Suite, under Settings, Instagram accounts.
  2. In KnowStack, open 'Communications', 'Messenger', then 'Pages'.
  3. Open the menu of the Facebook account that connected the Page, choose 'Reconnect', then click 'Continue to Facebook' and approve the permissions.
  4. Open 'Instagram' and select 'Accounts'. The account appears as @ followed by its username, with 'Page:' and the Page name.
  5. Turn on the switch on the account's row. Its status changes from 'Replies off' to 'Replies on'.

When you first switch Instagram on, its reply settings start as a copy of the Page's Messenger settings, in review mode. Change them with the gear button on the Instagram row.

If the switch answers 'Reconnect the Facebook account to grant Instagram permissions.', your Facebook connection was made without the Instagram permissions. Reconnect it and approve the permissions on Facebook.

If you see 'No Instagram accounts yet', none of your connected Pages has a linked Instagram account. The page lists the Pages without one, so you can reconnect straight after linking the account in Meta Business Suite.

What KnowStack answers on Instagram

  • Text messages sent to the account in Instagram Direct.
  • Story replies, reactions and messages with only a photo or other media are not answered by the AI. Reply to them yourself.
  • Instagram conversations, drafts, unanswered questions and leads stay in 'Instagram', separate from Messenger.

An Instagram account doesn't count as an extra Page toward your plan's limit.

Turning the switch off stops KnowStack receiving messages for that account.