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Instagram Inbox: Please prioritize Profile Pictures + Reply/Quote support

Feature Request

First of all, congratulations on the product. I'm building a multi-tenant CRM using Zernio as the social connectivity layer, and the experience has been great so far.

However, there are two important gaps in the Instagram Inbox integration that make it difficult to provide a complete customer support experience.


1. Instagram Profile Picture

Currently, the Contact API and the message.received webhook don't expose the customer's profile picture.

This means every Instagram conversation in our CRM displays a generic avatar instead of the customer's real profile photo.

The Meta Instagram Messaging API already makes this information available, so exposing it through Zernio would greatly improve the user experience.

2. Instagram Reply / Quote Support

This is the biggest limitation.

When a customer replies to a previous Instagram message, Meta includes the reply/context information.

However, Zernio currently doesn't expose this reference in:

  • message.received webhook

  • Messages API

  • Conversations API

Because of that, CRM platforms cannot display quoted messages like WhatsApp or Telegram.

This is one of the most common features users expect from a shared inbox.

Ideally, Zernio could expose something like:

{ "quotedMessageId": "...", "replyToMessageId": "...", "context": { "messageId": "..." } }

or any equivalent reference to the original message.

Why this matters

Instagram is one of the most widely used messaging platforms for businesses today.

Many companies use Instagram as their primary sales and customer support channel.

These two features would allow developers building CRMs and shared inboxes to provide a much more complete and professional experience.

Since Meta already provides this information, it would be fantastic if Zernio could prioritize exposing it through the API and webhooks.

Thank you for the great work! 🚀

Posted by Diogo Salvador ·
Status: Completed2 comments

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Comments2

  • Miquel Palet López changed status to Completed
    Team•

    Aug 6

    Pinned

    Hey Diogo! Great news, both of these are now live.

    1. Instagram profile pictures: the sender's profile picture now comes through automatically. You'll find it as participantPicture on the conversation object, both in the API and inside the message.received webhook payload, and message rows carry the sender picture too. No changes needed on your side, it populates for new inbound messages.

    2. Reply/quote support: when a customer replies to a specific message, the message.received webhook now includes metadata.quotedMessageId with the platformMessageId of the message being replied to, exactly as you suggested. A couple of extras we shipped along with it:

    • It also works for Facebook Messenger DMs.

    • When you (or your users) reply from the native Instagram app, the message.sent event carries the same metadata.quotedMessageId.

    • You can send quote-replies too: pass replyTo (the platformMessageId of the message you're quoting) when sending a message to an Instagram conversation, and it will render as a proper inline reply in the customer's Instagram.

    • Diogo Salvador

      •

      Aug 6

      Wow, thx mate. Nice work