Instagram – Common Issues & Solutions

If your messages fail to send, like this:

it's usually because:

• The Instagram account was previously connected to another partner (for example, another CRM), and that partner is still set as the primary receiver of your Instagram messages.

• As a result, Cekat doesn't have full permission to reply to those messages.

The fix: make Cekat your primary receiver

Follow these steps:

1. Open your Facebook settings

   • Go to: https://www.facebook.com/settings/?tab=ig_conversation_routing

   • Or get there manually: open Facebook → click your profile icon at the top right → Settings & Privacy → Settings → search for "Routing".

     
2. Set up Instagram Conversation Routing

   • Find the Instagram Conversation Routing section.

     
   • Click "Setup" and the conversation routing pop-up will appear.

     
   • Click Get Started, then Continue.

     
3. Switch the app to Cekat

   • Click the Edit icon next to the active app.

     
   • Change it to the Cekat app.

     
   • Tick "Allow this app to take control of conversation".

     
   • Click Save.

4. You're done

   • Your Instagram is now fully connected to Cekat, and messages will send as normal.