OAuth returns to Connect
Check that the Instagram account is professional and eligible, that the Meta app uses its dedicated Instagram App ID/Secret, and that the registered redirect URI exactly matches the active SHVYA deployment. A generic Facebook/WhatsApp OAuth app ID cannot substitute for the Instagram Login app.
New DM missing
Confirm a fresh customer message to the exact connected professional account. Check Meta webhook subscription and signed-event processing. Existing synchronized history may not trigger AI.
No CRM lead created
Review account-level Auto Lead Creation and any required mapping. Instagram can associate a DM participant without a phone number. If a lead exists but is not linked, check tenant/account identity rather than fabricating a phone.
Reply rejected
The Instagram user must initiate the conversation and provider messaging eligibility still applies. Check account token, permissions, connected state, provider throttle and the reply window. An AI-generated sentence or queued draft is not delivery.
Media or story replies are missing
Compare the original message type to SHVYA's persisted attachment/story-reply context. A missing file may be a media fetch/provider permission problem, not necessarily a missing DM.
Escalation
Include the Instagram account handle, masked participant, conversation ID, timestamp, safe error code and screenshots with personal/private fields removed.