Before you start
- When more than one app is connected to your Instagram messages, Meta only lets the app that controls each conversation reply. If another app is the default, Inbox replies and ProleadSync automation messages are not sent, and you get a notice that another app is answering on Instagram.
- You need admin access to the Facebook Page linked to your Instagram account.
- Meta menu names can vary. If you cannot find the exact names below, look for the Instagram conversation routing option.
Step by step
- 1
Open the Page settings
On Facebook, open the Page linked to your Instagram account and go to the Page settings. You see the Page settings.
- 2
Open Instagram conversation routing
In the Page setup, open Instagram conversation routing. In Meta Business Suite, you find the same option under Settings, in the conversation routing area. You see the apps connected to your Instagram messages and which one is the default.
- 3
Choose ProleadSync as the default app
Select ProleadSync as the default app and save the change. ProleadSync now controls your Instagram conversations and can send replies and automation messages.
- 4
Check in the Inbox
Open the Inbox and select an Instagram conversation. Next to the reply area you see "ProleadSync answers this conversation".
- 5
Take over a conversation still held by another app
If a conversation shows "Another app is answering this conversation", select Take over conversation. The conversation moves to ProleadSync and you can reply. If the other app is still using it, ProleadSync asks for it; once the other app lets go, you can reply.
If something does not work as expected
You see "The reply was not sent because we could not confirm that ProleadSync answers this conversation".
Check that ProleadSync is the default app and select Take over conversation in that conversation. Then send the reply again.
I cannot see Take over conversation.
Take over conversation is only shown to people who can reply in the Inbox. Ask whoever manages the account for edit access to the Inbox.
You see "Another app asked to answer this conversation".
ProleadSync is still answering that conversation. Check with whoever manages the other app whether it really needs it.
An automation message was not sent while another app was answering.
Messages that were not sent are not resent automatically. After setting ProleadSync as the default app, check the conversation to see whether you need to write to the person again.