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Instagram Campaign Delivery Status Notifications

Outbound campaign Instagram messages now get a delivery status so campaign operators know whether a comment reply or Instagram message was accepted, rejected at send time, or (for Instagram Messaging only) delivered or read.

What this feature does

When a campaign sends through the Instagram connector, the system records what happened after the send attempt.

Instagram has two sub-channels with different signals:

  • Comments: Meta accepts (or rejects) the public reply. There is no later “delivered to the app” or “opened” event for that comment.

  • Instagram Messaging: The Send API accepts the message, then Meta can send later delivery and read webhooks.

Private replies started from a comment use Instagram Messaging, so they follow the Messaging lifecycle after they are created.

Statuses are posted as delivery notifications for campaign reporting. They apply to the campaign customer identity on that channel (comment author or Instagram-scoped ID).


Delivery statuses

  • Comments

Status

What it means

Sent

Instagram accepted the outbound comment reply (successful API create). This does not mean the person saw or opened the reply.

Failed

The reply could not be sent (API, auth, config, media, or other send-time error).

Not tracked for comments: Delivered, Bounced, or Read/opened.

  • Messenger

Status

What it means

Sent

Instagram accepted the outbound send. This does not by itself mean the recipient’s app received the message.

Delivered

Instagram reported that the message was delivered (Messaging delivery webhook).

Read

Instagram reported that the recipient opened the conversation (Messaging read webhook).

Failed

The message could not be sent (API, auth, config, attachment, or other send-time error).

Where the campaign operators see this

These statuses appear in the Non Voice Campaign Summary Gold report for the Instagram channel (columns such as Sent, Failed; Delivered and Read where Messaging webhooks were received).

This work is for campaign reporting only. What agents see in Agent Desk stays the same. There is no new Sent / Failed categorization in Agent Desk conversations.

Inbound customer comments and Instagram messages still appear in Agent Desk as conversations, as before.

What this means for campaign operators

  • Visibility into which campaign Instagram sends were accepted, or failed at send.

  • For Instagram Messaging campaigns, additional Delivered and Read when Meta sends those receipts.

  • Regular inbound comments and DMs still work as before in Agent Desk.

  • This tracking is for outbound campaign sends (and the receipt/reply signals used for reporting).

What's not included in this release

  • No Delivered or Read for public comment replies (Instagram does not provide those receipts).

  • No automatic retry of failed or bounced sends from this feature.

  • No new alerting on failures beyond recording the status for reporting.

  • Messaging delivery/read matching uses an in-memory store on the connector (lost on restart; not shared across multiple replicas).


FAQ

Does this apply to all Instagram professional accounts?
It applies to Pages connected through the Expertflow Instagram connector with the required Meta permissions. Comment reporting needs comment send; Messaging Delivered/Read also need the corresponding webhook subscriptions.

Is Sent the same as the customer seeing the message?
No. Sent means Instagram accepted the outbound API call. For comments, that is the last delivery signal. For Messaging, Delivered and Read can follow if Meta sends those webhooks.

Why can Messaging show Delivered/Read but comments cannot?
Instagram Messaging conversations has delivery and read webhooks. Public comments do not.