Instagram Direct Messages

Connect your Instagram business or creator account to receive and respond to Instagram Direct Messages, handle comment interactions, and capture lead ad submissions — all from the Savena inbox.

Before you start

Savena uses Instagram Business Login — you sign in with your Instagram credentials, and your account does not need to be linked to a Facebook Page. Run through this checklist first so the connect flow succeeds on the first try.

• Your Instagram account must be set to Business or Creator. In the Instagram mobile app, open Settings → Account type and tools → Switch to professional account.
• In the Instagram mobile app, open Settings → Messages and story replies and turn on "Allow access to messages" (sometimes shown as "Connected Tools"). Without this, Savena cannot read or reply to DMs.
• Make sure you know the Instagram username and password you will sign in with — the user signing in must be an admin of the Instagram account.
• If this account was previously connected to another customer support tool, expect Meta to show you the existing permissions and let you re-consent.

Connect Instagram step by step

• In Savena, open Settings → Social Media (or Settings → Channels).
• Click Connect Instagram. A popup window opens — make sure your browser is not blocking popups for app.savena.ai.
• Sign in with your Instagram username and password in the popup.
• On the Meta permissions screen, leave every requested permission checked. Unchecking any of them will break message sync, comment handling, or lead-ad capture.
• Review the Instagram account being connected, confirm, and wait for the popup to close.
• Back in Savena, the channel card will switch to "Connected" and Instagram DMs will start appearing in your unified inbox.

Troubleshooting connection issues

• Popup blocked: allow popups for app.savena.ai in your browser, then click Connect Instagram again.
• "No accounts available" or no Instagram account listed: the Instagram account is not set to Business or Creator yet, or "Allow access to messages" is off. Fix both in the Instagram mobile app and retry.
• Permissions screen was skipped: if you connected before, Meta may reuse your previous answers. Open Instagram → Settings → Accounts Center → Apps and websites, remove Savena, and reconnect.
• Messages stop syncing after a few days: the Instagram password was changed or the access token was revoked. Reconnect the channel from Savena to refresh authorization.

Supported message types

• Text messages
• Images and videos
• Audio messages
• Stickers
• Story replies and story mentions
• Media shares

Comment handling

Savena can monitor Instagram comments and create conversations from them. Configure comment qualification rules to filter which comments trigger conversations — based on keywords, specific post IDs, or campaign IDs. You can also send private replies to commenters directly from the inbox.

Lead ads

Capture submissions from Instagram lead ads as conversations in Savena. Configure the conversion mode to control how lead ad data is processed and routed to your team or workflows.