Instagram troubleshooting

Open the receptionist → **Overview** and **Channels** tabs. Two states matter: • **Status badge** (top-left) — "Active" = bot is replying; "Paused" = you stopped it from the toggle; "Not connected" = no channel connected; "Error" = token or webhook is broken. • **Instagram row in Channels tab** — shows the channel-specific state: Connected / Pending setup / Token expired / Not connected. If the row shows "Connected" but the bot isn't replying — jump to step 4.

There are **two ways to connect Instagram** — Meta sometimes fails to redirect cleanly back to the site: • **Option 1 — "Connect" button**. One click, Instagram OAuth, returns to the site. Works ~80% of the time. • **Option 2 — one-time signed link**. You copy a short link, open Instagram in a **Private/Incognito window**, sign in with the same Business account, and approve. Never fails. If Option 1 leaves you with a white page, a "profile doesn't exist" error, or Instagram drops you somewhere other than Dashboard — close the modal, open it again, and pick **Option 2**.

An Instagram account can serve **only one receptionist** at a time. If you see this message: 1. Open the other receptionist (likely an old test or duplicate). 2. Channels → Instagram → menu next to the green "Connected" badge → **Disconnect**. 3. Return to the new receptionist and try again. If you can't remember which other receptionist is holding the Instagram — email ai@raiceptionist.com and we'll find it.

Most common reasons, in order: 1. **Profile was switched back to Personal.** The Instagram Login API only works for **Business** or **Creator**. Check in the IG app: Settings → Account type and tools → if it says "Switch to professional" — you're on Personal. Switch to Business, then **Disconnect → Connect** in Channels. 2. **"Pending setup" yellow badge.** OAuth succeeded but webhook subscription didn't. Click **Retry** on the Instagram row. 3. **Token expired (red badge).** Disconnect → Connect again — fresh session. 4. **You enabled "Business Hours" auto-replies in the IG app.** Native IG auto-replies fire first and block our bot. Disable them: IG → Settings → Business → Saved replies / Away messages.

Send a DM from **another account** (your own business profile messaging itself is ignored by Instagram). The bot should reply within 2 seconds. If still no reply after all of the above — send your configId to ai@raiceptionist.com.