Overview

If Instagram isn’t connecting to Dealism, conversations aren’t appearing in Inbox, or your AI Customer Agent isn’t replying, start by checking the Instagram connection and Agent settings.

Most issues can be resolved by confirming your Instagram account setup, reconnecting the channel, or reviewing Inbox and Autopilot settings.

Check your Instagram setup

Before troubleshooting Dealism, confirm that your Instagram account meets the requirements for your connection setup.

Check that you’re using the appropriate Professional account type, that any required Facebook Page connection is configured, and that you have the necessary permissions to manage the account.

Then go to Channels and confirm that Instagram DM shows Connected.

Reconnect Instagram

If authorization fails or the connection isn’t working correctly, try reconnecting the channel.

Go to Channels, find Instagram DM, and disconnect the existing connection if necessary. Select Connect again and complete the Instagram/Meta authorization process.

Make sure you approve the requested messaging permissions and confirm that the channel shows Connected when finished.

If the authorization page isn’t working correctly, retrying in a private/incognito browser window may help.

Connected but conversations aren’t appearing

If Instagram shows Connected but conversations aren’t visible, go to Inbox and check your channel filter.

Select Instagram or All Channels and look for recent conversations.

If conversations still don’t appear after the connection has had time to sync, reconnect Instagram and check again.

Agent isn’t replying to Instagram messages

First, open the affected conversation in Inbox and check whether Autopilot is enabled.

Confirm that an AI Customer Agent is assigned to the conversation and that the Instagram channel still shows Connected.

Also check Settings > Usage to make sure you have available Credits for AI-generated responses.

If the conversation is marked Support Needed, your Agent may require human input before continuing.

Profile information is incomplete

Some Instagram customer information may not always be available through Meta’s platform.

If a customer’s profile photo, name, or other information is missing, this does not necessarily mean that your Instagram connection has failed.

Check whether messages are still appearing and whether you can manage the conversation normally from Inbox.

Check Instagram messaging restrictions

Instagram conversations are also subject to Meta’s messaging policies and permitted messaging windows.

If you can see a conversation but cannot send a particular message, the restriction may come from Instagram rather than the Dealism connection itself.

Comment-to-DM isn’t working

Go to Channels > Auto-DM links from comments > Config and open the affected workflow.

Confirm that the workflow is enabled, the correct post or Reel scope is selected, the trigger keywords match the expected comments, and the DM content has been saved.

After making changes, save the workflow and test it again.

Messages are delayed

Some messages may take time to appear while channel data is syncing.

If delays continue, check that Instagram still shows Connected and review your Inbox filters. If necessary, reconnect the channel to establish a fresh connection.

When to contact support

Contact Dealism Support if Instagram continues to fail after you’ve checked the account setup and reconnected the channel.

Support may be helpful for persistent authorization failures, conversations that repeatedly fail to sync, or a channel that shows Connected but still doesn’t function correctly.

When reporting the issue, include what you’re experiencing and the troubleshooting steps you’ve already tried.