> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/additonal-channels/instagram/capabilities-and-limitations.md).

# Capabilities and limitations

Learn which Instagram conversation features DoubleTick supports and the limitations that apply.

Before you rely on Instagram as a support or sales channel, it helps to know exactly what DoubleTick can and can't do with it. Here's the full picture.

#### What's covered

* [Capabilities](#capabilities)
* [Limitations](#limitations)

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FG4ruYSxfJKazY5rDLXV5%2FUntitled%20design%20-%202026-04-20T180548.414.gif?alt=media&#x26;token=57654004-abb4-41f9-94a0-3172fd6e73d1" alt=""><figcaption></figcaption></figure>

#### Capabilities

Once your Instagram account is connected, here's what becomes available to you:

* All incoming messages from your Instagram inbox automatically reflect in your DoubleTick conversation panel, so you can read and respond directly from DoubleTick.
* You can respond using **text, images, audio, video, and PDFs**. To send media, click the attachment icon at the bottom of the conversation window and select the type you want to send.
* You can use **Quick Replies** in Instagram chats too. Type **/** in the message box, select your saved reply, and send it — the same shortcut you already use on WhatsApp.
* You can **assign the conversation** to any agent on your team.
* You can add **internal notes** to the chat, visible only to your team, useful for context or instructions for other agents.
* You can add **tags** to categorize and organize conversations for easier tracking and reporting.
* You can add information in **custom fields** to the customer's profile directly from within the chat.
* You can **mark the conversation as done** once it's resolved, keeping your inbox organized and your team's workload clear.

**Supported media formats and size limits**

<table><thead><tr><th width="236">Media Type</th><th>Supported Format</th><th>Supported Size Maximum</th></tr></thead><tbody><tr><td>Audio</td><td>mp4</td><td>25MB</td></tr><tr><td>Image</td><td>png, jpeg</td><td>8MB</td></tr><tr><td>Video</td><td>mp4</td><td>25MB</td></tr><tr><td>File</td><td>pdf</td><td>25MB</td></tr></tbody></table>

#### Limitations

There are a few limitations to keep in mind when using Instagram on DoubleTick:

* You **can't initiate a new conversation** from DoubleTick. Only messages that customers send to your Instagram account will appear in DoubleTick — you can then reply from within DoubleTick.
* You **can't send templates** on Instagram conversations.
* You **can't send media using the View Once option**. All media sent through Instagram conversations on DoubleTick goes as a regular message, not view-once.
* **Instagram media messages don't support captions.** This is a platform-level restriction, so media sent through Instagram continues to follow Instagram's native behavior — it doesn't carry a caption, regardless of the channel it's sent from.
* You **can't initiate a conversation from your Instagram app and expect it to appear on DoubleTick**. For example, if you message a contact from the Instagram app directly, it won't show up in DoubleTick. A conversation only becomes visible on DoubleTick once the other person replies.

{% hint style="info" %}
In short: DoubleTick mirrors and lets you manage inbound Instagram conversations, but it can't be used to cold-start a new one.
{% endhint %}

#### Key takeaways

* You can fully manage inbound Instagram conversations from DoubleTick — reply, assign, tag, note, and close them.
* Quick Replies now work on Instagram chats too — type **/** to pull up your saved replies.
* Supported media on Instagram conversations are audio, image, video, and PDF files, each with its own format and size limit — and media sent via Instagram doesn't support captions.
* Templates and View Once media aren't supported on Instagram conversations.
* You can't start a new Instagram conversation from DoubleTick or from the Instagram app itself — a conversation only appears once the customer replies.

#### Frequently asked questions

<details>

<summary>Can I start a new conversation with an Instagram customer from DoubleTick?</summary>

No. You can only reply to conversations that customers initiate on Instagram.

</details>

<details>

<summary>Can I send WhatsApp-style templates on Instagram?</summary>

No. Template messages aren't supported on Instagram conversations.

</details>

<details>

<summary>What media formats and sizes are supported on Instagram conversations?</summary>

Audio (aac, m4a, wav, mp4) up to 25MB, images (png, jpeg) up to 8MB, video (mp4, ogg, avi, mov, webm) up to 25MB, and PDF files up to 25MB.

</details>

<details>

<summary>Can I add a caption to media I send on Instagram?</summary>

No. Instagram media messages don't support captions — this follows Instagram's native behavior and applies regardless of which channel you send from.

</details>

<details>

<summary>Can I use Quick Replies on Instagram chats?</summary>

Yes. Type **/** in the message box, select your saved reply, and send it — the same way you already use Quick Replies on WhatsApp.

</details>

<details>

<summary>Can I send View Once media on Instagram through DoubleTick?</summary>

No. All media sent through DoubleTick on Instagram goes as a regular, permanently viewable message.

</details>

<details>

<summary>If I message a customer from my Instagram app directly, will it show up in DoubleTick?</summary>

No. It only appears in DoubleTick once the customer replies to that message.

</details>

<details>

<summary>Can I assign and tag Instagram conversations like I do on WhatsApp?</summary>

Yes. Assignment, internal notes, tags, and custom fields all work the same way on Instagram conversations.

</details>

#### Related articles

* [How to connect your Instagram account](/additonal-channels/instagram/how-to-connect-your-instagram-account.md)
* [Can't reply to Instagram chats? Here's how to fix it](/additonal-channels/instagram/cant-reply-to-instagram-chats-heres-how-to-fix-it.md)
* [How to assign chats](/chat-management/start-and-manage-chats/how-to-assign-chats.md)


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