In this article, we will guide you through starting a conversation in your connected Instagram channels, supported message types and unsupported message types in SleekFlow when messaging via Instagram channels.
Starting a conversation
On Instagram, only your customers can initiate a private conversation with you.
By default, businesses have a 7-day window to reply to a customer’s message. Each time a customer responds, the 7-day window resets. This extended reply window is made possible by SleekFlow’s integration of Meta’s “Human Agent” tag, which extends the standard 24-hour conversation window to 7 days.
Replying to post comments
If a customer leaves a comment on your Instagram post, you can set up automation to send them a direct message (DM). However, keep in mind:
- The message must be delivered within 7 days of the customer’s comment.
- Businesses can send only 1 DM per comment.
- If the customer does not reply to the DM, the business cannot send any further messages.
- If customer replies to DM, the business will have 7 days window to engage with customer
Note: SleekFlow uses Meta’s Human Agent message tag to automatically extend the standard 24-hour conversation window to 7 days. This feature enables human agents to provide support for cases that cannot be resolved within the standard timeframe, such as when a business is closed on weekends or when an issue requires more time to address. For more details, refer to Meta’s documentation.
Supported message type in SleekFlow Inbox
When using SleekFlow to manage your Instagram conversations, you can send and receive the following message types:
1. Text
You can compose and send text messages directly. You can input up to 1,000 characters per text message.
2. Voice message
| Media type | Supported format | Supported size maximum |
| Audio | .ACC, .M4A, .WAV, .MP4 | 25 MB |
While you can receive voice messages, sending them through SleekFlow is currently not supported.
3. Image
| Media type | Supported format | Supported size maximum |
| Image | .PNG, .JPEG, .GIF | 8 MB |
In the SleekFlow mobile app, you can use the “Camera” option to take a photo. This feature is exclusive to our mobile app and unavailable on the web version.
4. Video
| Media type | Supported format | Supported size maximum |
| Video | .MP4, .OGG, .AVI, .MOV, WEBM | 25 MB |
5. Reply to story
You can view story replies in your SleekFlow inbox. Clicking the “View story” button will open the Instagram story in an external tab.
Notes:
- You might need to sign in to your Instagram Page to view the story
- External tab will show "Resource unavailable" if story is expired/deleted
6. Forward Instagram videos, post, or reels
Posts forwarded to you will appear in your SleekFlow’s Inbox.
Unsupported message types in SleekFlow Instagram
The following message types are not supported when using SleekFlow with Instagram:
- IGTV videos
- Recorded videos
- PDF files
- Send stickers
- React to a message
- Forwarded stories