Connect Instagram

Before you start

• You need an Instagram professional account (Business or Creator). A personal account can't be connected. To switch, open the Instagram app and go to Settings > Account type and tools > Switch to professional account. It's free, and you keep your followers and posts.
• The Instagram account must be linked to a Facebook page. In the Instagram app, go to Settings > Business tools and controls > Connect or create a Facebook Page.
• You sign in with a Facebook account that manages that page.

Connect it

1. Go to Inboxes in the sidebar and press Add inbox.
2. Pick Instagram.
3. Press Continue with Facebook and sign in with the Facebook account that manages the page.
4. Allow the permissions Facebook asks for, including the Instagram ones. Salescom needs them to read and send your DMs.
5. Pick the Facebook page linked to your Instagram account and give the inbox a name.
6. Add the team members who should see these chats.

Instagram DMs and Messenger messages for that page arrive in the same inbox.

Send a DM to your account from another Instagram account. It shows up in Conversations within a few seconds.

Good to know

• Instagram only lets businesses reply within 24 hours of the customer's last message.
• If Facebook signs you out later, or you change your Facebook password, the inbox shows Your inbox is disconnected. Open the inbox, press Reauthorize and sign in again.

If it doesn't work

• "There was an error connecting to Instagram": try again in a few minutes. If it keeps failing, check the account is a professional account and is linked to the page you picked, then contact support.
• Messenger works but Instagram DMs don't arrive: the Instagram account isn't linked to that Facebook page, or it was linked after you connected. Link it, then delete the inbox and connect again.
• Instagram is greyed out in the list: Instagram isn't switched on for your workspace yet. Contact support.
• A yellow notice says Instagram is temporarily unavailable: this is a problem on Meta's side. You can't create the inbox until it clears.