Instagram DMs, answered by your whole team
Connect your Instagram professional account and answer Direct messages next to WhatsApp and Messenger — photos, videos, voice messages, story replies and mentions, shared posts and reels, all in one shared desktop inbox.
Everything Instagram Direct can do, for your whole team
Every DM type
Text, photos (several per message), videos, voice messages, files and stickers — received and downloaded automatically.
Story replies & mentions
See which story a customer replied to, and get the story media when someone mentions you.
Reels, posts & stories
When a customer shares or tags you in a reel, post or story, it plays right in the thread as the actual video or photo — labelled Reel, Post or Story.
Sent, delivered & seen
Every reply shows its status — sent, delivered and seen — plus customer reactions, edits and unsent messages, in sync with Instagram.
Reply with media
Send text, photos, videos, voice notes, files and quick-reply buttons from the desktop.
Routing & ownership
Auto-assign Instagram conversations to a department, with a clear owner on every thread.
Set up Instagram Direct in three steps
Use a professional account
Any Instagram Business or Creator account — no Facebook Page required with Instagram Login.
Connect in settings
Paste your Instagram access token; ThreadWave subscribes the account to new messages for you.
Start answering
New DMs arrive on every teammate’s desktop, and replies sent from the Instagram app are mirrored too.
The specifics
Meta’s official Instagram messaging API, with Instagram Login or a linked Facebook Page.
Ticks on every reply, like WhatsApp.
Plus the Human Agent tag (7 days) once Meta approves it for your app.
Photos, video, audio and files, converted to formats Instagram accepts.
Long-lived tokens are renewed automatically and kept in the OS keychain.
DMs and media are stored encrypted locally — no cloud archive.
Features that work with Instagram Direct
Team Inbox
WhatsApp, Messenger, Instagram and SMS in one inbox
Learn moreVoice Notes & Media
Voice notes, video and files that play right in the chat
Learn moreTeam Collaboration
Share one number and route chats to the right person
Learn moreAutomations & Flows
Auto-replies, routing rules and in-chat forms
Learn moreFrequently asked questions
Do I need a Facebook Page?
No. With Instagram Login you connect the Instagram professional account directly. If your account is already linked to a Facebook Page, you can connect through the Page instead.
Can I message people who haven’t written to me?
No — Instagram only lets businesses reply after the customer starts the conversation, within 24 hours of their last message (7 days with the Human Agent tag).
Can I call customers on Instagram?
Not yet. Instagram conversations in ThreadWave are messaging only; WhatsApp and Messenger support calling.
Will disappearing photos show up?
View-once media isn’t available through Meta’s API, so ThreadWave shows a note asking you to open it in the Instagram app.
More channels in one inbox
Stop losing customers in the inbox
ThreadWave is rolling out to businesses now. Tell us about your team and we’ll get you set up.