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This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.

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What you can do

Receive and answer messages in your Support inbox. Where to find it: Settings → Channels.

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Before you start

  • An Instagram professional account; for Facebook-linked setup, a connected Facebook Page you can manage.
  • Permission to manage integrations, plus an existing brand and inbox.

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Steps

1
Choose the workspace and environment, create a channel, and select Instagram messages. Give it a recognizable name and choose its inbox.
2
Select Continue with Meta. Choose the connection mode offered by the setup form. For Facebook-linked login, sign in with the account managing the connected Page. Approve profile and messaging access for the intended account.
3
Select the professional Instagram account. Check its username and, when applicable, associated Page before saving.
4
Open Readiness and resolve the listed missing permissions or account checks. Complete Qualify, then Activate. Qualify means confirming the connection checks; it does not mean changing your subscription.
5
Send a new message from a separate customer account. Confirm it reaches the selected inbox, then reply from Support and check the original channel.
6
If authorization later expires, reconnect this channel, repeat the checks and activate it again. Do not create duplicate channels to work around an expired login.

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Example

Use a test enquiry such as “What are your opening hours?” and confirm your staff reply reaches the sending account.

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Things to know

  • Instagram login and Facebook-linked login are different authorization paths. Use the available configured path shown in setup; granting Page access alone is not the same as granting Instagram message access.
  • Connecting one environment does not automatically connect another. Keep live customer traffic separate from test work.

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What happens next

A new customer message and your reply appear in the same intended channel.

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If something goes wrong

  • The account is missing: check that it is professional, linked to the correct Page when using Facebook-linked mode, and authorized for the signed-in account.
  • Messages delayed: check channel health, activation, inbox selection and remaining conversation allowance.
  • Send uncertain: inspect the provider thread before retrying; the message may already have been accepted.

Support channels and message recovery

Connect supported inboxes, preserve message history, and recover interrupted delivery safely.

Reply, add private notes and work together

Keep customer replies separate from internal discussion.