Skip to main content

​
Overview

Instagram integration allows your agent to respond to Direct Messages sent to your Instagram Business account.

Visual Platform

Image and video-focused

Young Demographic

Popular with Gen Z and Millennials

DMs & Story Replies

Respond to messages and story interactions

Business Account

Professional presence

​
Prerequisites

1

Instagram Business Account

Convert your Instagram account to Business
Instagram Business
Screenshot: Instagram app showing “Switch to Professional Account”
2

Link to Facebook Page

Connect Instagram to a Facebook Business Page
Link Facebook
Screenshot: Instagram settings showing Facebook Page connection
3

Enable Messaging

Allow message requests and DMs
Enable messages
Screenshot: Instagram messaging settings

​
Connection Method: Admin Dashboard Only

Instagram connection is only available through the admin dashboard due to OAuth requirements and Meta’s authentication flow.

​
OAuth Setup Process

1

Open Admin Dashboard

lua admin
Navigate to: Channels → Connect New Channel
Channels page
Screenshot: Admin channels page with “Connect New Channel” button
2

Click Instagram

Select Instagram from channel options
Instagram option
Screenshot: Instagram channel tile in the connection grid
3

Click Connect Instagram

Initiates OAuth flow
Instagram modal
Screenshot: Instagram connection modal with “Connect with Instagram” button
4

Instagram Authorization Opens

New window/popup opens to Instagram
Instagram OAuth
Screenshot: Instagram OAuth authorization screen
5

Log Into Instagram

Enter Instagram credentials
Instagram login
Screenshot: Instagram login form
6

Grant Permissions

Approve messaging permissions
Grant permissions
Screenshot: Permission screen showing:
  • Access messages in your Instagram inbox
  • Send messages on your behalf
  • View your Instagram Business account
7

Select Business Account

Choose which Instagram Business account to connect
Select account
Screenshot: List of Instagram Business accounts with radio buttons
8

Confirm Selection

Click “Continue” or “Connect”
Confirm connection
Screenshot: Confirmation screen with selected account details
9

Connection Complete

Returns to admin dashboard with success
Instagram connected
Screenshot: Success message showing:
  • Instagram handle (@yourbusiness)
  • Account name
  • Connection status
  • “Test Channel” button

​
Testing Your Instagram Channel

1

Send DM from Personal Account

Use your personal Instagram to message your business account
Send test DM
Screenshot: Instagram DM conversation sending “Hi!”
2

Agent Responds

Your agent replies automatically
Agent response
Screenshot: Agent’s response in Instagram DMs
3

View in Admin Dashboard

Monitor conversation in real-time
Admin conversation
Screenshot: Admin dashboard showing Instagram conversation with:
  • User profile picture
  • Message history
  • Timestamp
  • “Reply” button for manual intervention

​
Features

Direct Messages

Respond to DMs automatically

Story Replies

Reply to story mentions

Rich Media

Send images, videos

Quick Replies

Suggested response buttons

​
Best Practices

Instagram is visual - use:
  • Product images
  • Demo videos
  • Infographics
  • Visual guides
Instagram users expect:
  • Friendly, casual communication
  • Emojis and personality
  • Quick, concise responses
  • Less formal than email
  • Respond within minutes if possible
  • Instagram shows response time publicly
  • Fast responses improve visibility
lua admin
# Check Instagram engagement metrics
# Track response rates
# Monitor user satisfaction

​
Troubleshooting

Check:
  • Instagram account is Business type
  • Linked to Facebook Page
  • Permissions granted
  • Pop-up blocker disabled
Check:
  • Channel status in admin (CONNECTED)
  • Instagram messaging is enabled
  • Account not restricted
  • Test with simple message
Ensure:
  • Account is converted to Business
  • Linked to Facebook Page
  • Page has admin access
  • Try disconnecting and reconnecting

​
Next Steps

Slack

Connect team workspace

Admin Dashboard

Manage all channels visually