Why can't Rypl reply to Instagram DMs?
Updated
Rypl can't reply to Instagram DMs when another app connected to your Instagram account, such as a chatbot or a helpdesk, is the default app for your conversations. Meta lets only one app at a time control an Instagram conversation. Rypl checks who has each conversation before it replies and leaves the ones another app has. Comments on Facebook and Instagram and Messenger messages aren't affected.
How to tell
- On Channels, the row of the Facebook Page your Instagram account is linked to shows an orange line: Instagram DMs go to another app. Click it for the ways out. The line appears once this has happened with DMs from 3 different people, and goes away 3 days after the last one, or as soon as Rypl gets a conversation of its own.
- In the Inbox, a line above the reply box of an Instagram DM says another app handles this account's DMs. Replies you send from there won't be delivered either.
- Older Rypl replies to Instagram DMs may be marked Not delivered.
Option 1: keep the other app for Instagram DMs
Click the line, then Keep the other app for DMs. Or click the row and, under Replies, set Instagram DMs to Leave to another app. Rypl then stops replying to this Instagram account's DMs and the line goes away. Its comments, the Page's Messenger and your agent's other channels stay as they are.
Don't switch the agent's Replies to to Comments only for this. It's a setting of the agent, so it would also stop Messenger and messages on every other channel that uses the same agent.
Option 2: let Rypl answer Instagram DMs
Make Rypl the default app in Meta's Instagram conversation routing. You need to be an admin of the Facebook Page your Instagram account is linked to.
Open Instagram conversation routing
On Facebook, switch into your Page and go to Settings → Page setup → Instagram conversation routing.
Choose Rypl as the default app
Under Default routing app, click Edit (or Set up, then Get started, if no app is chosen yet) and pick Rypl.
Let Rypl take control, then save
Turn on Allow this app to take control of conversations and click Save. New DMs then go to Rypl, and the line on Channels goes away once Rypl gets one.
Or switch off the DM automation in the other app. If you use that app for one kind of conversation only, such as people who message you from an ad or a link, Meta's routing can send those to it and the rest to Rypl.
Take over (beta). Instead of changing the default app, you can have Rypl take each conversation from the other app before it replies: click the line, then Take over DMs, or set Instagram DMs to Take over (beta). It works only if the Page allows it, with Allow this app to take control of conversations turned on for Rypl in Instagram conversation routing. Until you switch off the other app's DM automation, both apps may answer. If the Page doesn't allow it, the line reads Facebook won't hand over Instagram DMs. Take over applies to the agent's replies, not to replies you send yourself from the Inbox.
Menu names follow Facebook's English interface and may read slightly differently in other languages.
Related
Agent isn't replying
Check that Replies is on, an agent is chosen, the comment is one the agent answers, and the channel doesn't need reconnecting.
Page or account missing
Usually the Page wasn't selected when you connected, your profile doesn't manage it, or the Instagram account isn't linked to the Page.