Instagram Is Text-Only
In this release, Instagram conversations in the Unified Inbox support text outbound messages only. There is no attach toolbar on Instagram chats — unlike WhatsApp, where you can send images, documents, and voice notes.
What You See
On an Instagram thread the composer shows:
- A text area with placeholders such as Type your message... (use / for quick replies) when the messaging window is open
- No image, document, or voice buttons above the input
If you attempt to send media on Instagram, Kazenly shows:
Instagram DMs support text only in this release
What Still Works on Instagram
| Feature | Available |
|---|---|
| Plain text replies | ✅ When window / Human Agent rules allow |
Quick Replies via / | ✅ Text content is inserted as plain text |
| Reply to a specific message | ✅ |
| Internal notes | ✅ When assigned — not on fully expired threads |
| Utility templates | ❌ WhatsApp only — Send a Utility Template |
Voice quick reply templates are a WhatsApp pattern — on Instagram, use text quick replies or type manually.
Inbound Media
Customers may still send images or other content to you on Instagram. Those appear in the thread when Meta delivers them. This article covers what agents can send, not inbound limitations.
Related Articles
- Send a Text Message (8.1)
- Connecting Instagram (7.1)
- Customer care windows (chapter 9) — 24h window and Human Agent replies