Your Instagram account left connected to Eva, with message access turned on. A live test will confirm that your agent receives and answers a direct message.
In the sidebar go to AI Agents, open your agent and go to the Channels tab.
2
Open the Instagram screen
On the Instagram card, select Connect. The channel screen opens.
3
Start the connection
Select Connect Instagram. Eva takes you to Meta in this same tab.
The Connect Instagram button, on the channel screen.
4
Authorize in Meta
Sign in with the Meta account that manages your Facebook page, and accept every permission Meta asks for. Eva asks to read and answer Instagram messages and comments, and to see the Facebook pages you manage.
Meta asks you to approve the permissions. The drawing shows the shape of the window; Meta changes its design from time to time.
5
Choose your accounts
Eva brings you back showing Choose what Eva answers, with the linked accounts already ticked. Untick the ones you don’t want and select Connect.
Eva asks which accounts to connect.
6
Let Eva take you back
Eva confirms the connection and returns you to the channel by itself. There is no window to close, and your account is now in the channel’s list.
The connection finished; Eva returns to the channel on its own.
7
Turn on message access
In the Instagram app, go to Settings → Messages and story replies → Connected tools → Allow access to messages.Without this setting the connection completes, but direct messages do not reach Eva.
You can connect more than one account. Once one is connected, the button to add another is Connect another account.
If that option does not appear in the app, do it from the linked Facebook page: open its settings, go to Linked accounts, open Instagram, and turn on access to Instagram messages in the inbox. That path asks for a computer or an administrator with full control of the page.
If Meta says the connection was rejected or names a missing permission, return to the
Instagram channel, select Connect Instagram or Connect another account, and start
again. In Meta, keep the linked Facebook Page selected and accept every permission it asks
for. Eva will name any permission that is still missing; it will never show Meta’s private
technical error text.
Right after connecting, the account reads Test connection, not Working. That is expected and does not mean something failed: Eva only changes the label once a real message arrives and your agent answers it.
Just connected: the label reads Test connection and a Test now button appears.
On the connected account, select Test now. A window opens and waits up to five minutes while you send a direct message from another Instagram account. The window ticks off two signals: Message received and Eva replied.
The test waits for your direct message; both signals are still unticked.
When both appear the test is over, and Done closes it.
Both signals ticked: the message arrived and your agent answered.
The account is then left with the Working label and the date it was last verified. If you prefer to repeat the test later, open Account settings and use Test again.
The connection is in place; what is missing is the test. Eva marks it Working only once a real message arrives and your agent answers it. Select Test now and send a direct message from another account.
The account reads Action required
Something changed on Meta’s side. Select Fix: Eva explains the specific case and offers what applies, such as Open in Meta, Verify connection or Reconnect.
The test ends without detecting your message
It is almost always message access. Review that setting in the Instagram app, and confirm you sent the message from an account other than the connected one.
You do not see the button to connect
Only a workspace owner or administrator connects channels. If the account is already connected and needs attention, use Ask an administrator and Copy message to send the request already written.
