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Instagram messages do not appear

  1. Confirm the channel is healthy and Active in Visito.
  2. Verify Respond and property assignments.
  3. Send a new direct message from a separate Instagram account.
  4. In Instagram, review Settings and privacy → Messages and story replies → Message controls.
  5. Allow the message-request categories your business intends to receive.
  6. Search for the sender in Visito Conversations.

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Messages arrive but neither the AI nor operators can reply

If Visito receives an Instagram message and prepares a response but Meta rejects both automatic and manual replies, another connected app may own the conversation. Meta calls this conversation routing; the app responsible for new conversations is the Primary Receiver. An administrator of the connected Facebook Page should:
  1. Confirm the Instagram Professional account is connected to the intended Facebook Page. See Meta’s guide to connecting a professional Instagram account to a Facebook Page.
  2. Open the Page’s messaging settings in Meta Business Suite or Business Settings.
  3. Find Advanced Messaging, Conversation Routing, or Instagram Receiver. Meta’s labels can vary by account and interface.
  4. Set Visito as the Primary Receiver for Instagram conversations.
  5. Remove or disable routing to messaging integrations that are no longer used. Do not remove unrelated business tools.
  6. Send a new Instagram direct message from a separate account and verify both the AI response and a manual operator reply in Visito.
Meta links its current conversation-routing instructions from this Instagram messaging help page, under How to set up conversation routing for Messenger or Instagram messages.
Changing the Primary Receiver affects live message routing. Coordinate the change with operators and verify a new inbound conversation immediately afterward.

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The account does not appear during authorization

  • Confirm Meta is using the intended login.
  • Verify the account is Instagram Professional.
  • Confirm the user can manage messaging for the account.
  • Close the authorization window after correcting access, then restart from Visito.

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Guests receive duplicate replies

Open Meta Business Suite Inbox automations and turn off greetings, instant replies, or FAQ responses that overlap with Visito. Check whether another messaging provider is still connected to the same Instagram account.

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Remove stale app access only as a last resort

Use normal Visito reauthorization first. Removing app access can interrupt a working connection. If stale access repeatedly blocks authorization:
  1. Confirm which Visito workspace owns the Instagram account.
  2. Coordinate a short message-routing interruption with operators.
  3. In Instagram, open Settings and privacy → Website permissions → Apps and websites.
  4. Remove only the stale integration you have identified.
  5. Return to Visito and reconnect immediately.
  6. Repeat the inbound-message verification.
Do not remove unrelated business tools or revoke access you cannot restore.

Shared Meta troubleshooting

Diagnose popup, asset-selection, workspace-ownership, callback, health, and response-state problems.