If you're trying to share a reel or post in a DM through Inrō and it's not going out, you're running into an Instagram API limitation, not a bug in Inrō. Meta applies this restriction to every third-party tool.
What you can send reliably in a DM
Instagram's API (the connection tools like Inrō use to send messages) reliably supports:
Text messages
Images
Videos uploaded directly to Inrō
Audio messages
Files
Links with a preview card (conversion links)
Why reels and posts don't always send
Inrō does have a Share a post or reel action that pulls from your recent publications. It works for some accounts and some content, but Instagram's API doesn't reliably deliver post and reel shares. When Instagram refuses the share, Inrō skips that step rather than sending a broken message.
Two patterns make this more likely:
Reels are skipped more often than image posts.
Campaigns are stricter. When you add a post or reel share to a campaign, the builder warns that it may not be sent, for this same reason.
So if your Share a post or reel step works in a test but not for everyone, or works for a photo post but not a reel, the limitation above is why. This only affects the post and reel share. Your other steps in the same flow (text, images, videos, files, and conversion links) send normally.
What to do instead
Share the link to your reel or post
Copy the URL of your reel or post from Instagram and send it as a conversion link in your scenario. When the contact taps it, the reel opens in Instagram. It's not a native share, but it gets them to the content reliably.
In your scenario, use a Conversion link action, paste the reel URL, add a short title, and set a button like "Watch now." See Conversion Actions: links, payments, bookings, and surveys.
Upload the video directly
If you want to send the actual video content rather than a link, export the file and upload it with the Send a photo or video action. This delivers the video as a direct file, not as a linked post. See Message Actions: text, media, files, and buttons.
🐾 Netsuke's Tips
The conversion-link approach gives you something a native share doesn't: click tracking. You'll know exactly who tapped through to your reel.
If you share the same reel often (like a welcome video), host the video on your website or a video platform and link to that. It's more reliable than depending on Instagram's post sharing.
Write the flow so it still reads well if the share gets skipped. Having the message just before it point people to your profile keeps the conversation making sense even when the reel doesn't go through.
⚠️ If the issue persists
If you're seeing an error that doesn't match what's described here, reach out to our support team with a screenshot and we'll take a look.