The solution lets support teams handle Instagram Direct from CRM without switching tools.

• New customer messages from Instagram are automatically added to a CRM case.
• If no active case exists, the integration creates a customer, case, and chat.
• Operators reply from CRM, and customers receive replies in the same Instagram conversation.
• The reply route is stored per customer and chat, keeping follow-up messages in the same conversation.
• Duplicate webhook events are handled safely with dedupe and a queue.
• The integration verifies Meta webhook signatures and rejects unsigned POST requests.