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Instagram messages not received (anymore)

Issue

Meta has made a change on their platform, causing CM to no longer receive Instagram messages. Even though Instagram is shown as active on the CM.com channels account, messages are not received anymore. Because of the change on the Meta platform, the default routing of Instagram messages is no longer set to C M.com.

Product

  • Instagram

  • Business messaging

  • Agent Inbox

Solution

Check if Instagram is active on the CM.com channels page and check if Instagram messages are received or not within the Message log. If Instagram is active, but no messages are received, there are two possible solutions, start with solution 1, if that does not work, use solution 2:

Solution 1:

  1. Go to: https://www.facebook.com/settings

  2. Log in with the correct credentials

  3. Search for: Conversation routing within the search bar:

    image-20251030-095703.png

  4. Select Instagram conversation routing

  5. Click on: Instagram conversation routing:

    image-20251030-095935.png

  6. In the section “Default routing app” click on “Set up”:

    image-20251030-100110.png


  7. Click: “Get started”

    image-20251030-100209.png


  8. Click “Continue”

    image-20251030-100236.png


  9. Select: CM.com Business Messaging:

    image-20251030-100320.png


  10. Click: Continue:

    image-20251030-100354.png

The default routing should now be set for Instagram. If you have problems with Facebook Messenger. Please check the above settings for Facebook Messenger as well.


Solution 2:


  1. Log into your Meta Business Suite: https://business.facebook.com/

  2. Make sure you select the Business portfolio that contains the Instagram account

  3. Click on: Settings:

    2. Select Settings-20251029-105103.png

  4. Within the settings section, scroll until you find: Integrations and click on it.

  5. Click on Conversation routing:

    3. Integrations Conversation routing-20251029-105201.png

  6. It should show the Instagram profile we need to adjust. If it does not show the Instagram profile, please check if the correct Business portfolio is selected (step 2). Select the Instagram profile.

  7. Click on: Set up:

    6. Incorrect setup - select Set up-20251029-105636.png


  8. Select CM.com Business Messaging:

    7. Select CM as default routing app-20251029-105722.png

  9. The page should now look like this:

    5. Correct default routing-20251029-105448.png


  10. The default routing for this Instagram profile is now set to CM.com and messages should arrive again on the CM.com platform and in the correct apps (if in use).


Unfortunately, we can not perform the above steps for you.

If you are not able to perform the above steps because CM.com Business Messaging is not available to select in step 8, please check the following page: https://www.facebook.com/settings/?tab=business_tools and make sure CM.com Business Messaging is an active Business integration:

image-20251029-134531.png

\uD83D\uDCCE Related article by Meta:

Meta developers page: https://developers.facebook.com/docs/messenger-platform/instagram/features/conversation-routing/