Table of Contents

Instagram

JQ Lee Updated by JQ Lee

Instagram Logo

Instagram is a free, online photo-sharing application and social network platform that was acquired by Facebook in 2012.

Instagram has a messaging window of 7 days. Messages sent 24 hours after the contact's last message will be tagged with the HUMAN_AGENT tag. No messages can be sent to the contact 7 days after the contact's last message.
Instagram API does not support Vanish mode. If you wish to use Vanish mode, no messages will be received on the platform.

Preparing Instagram for Connection

Step 1: Switch to Professional

Follow this official guide to switch your account to a Business account.

Step 2: Allow Access to Messages

Follow this official guide to Allow Access to Messages.

Step 3: Connect to a Facebook Page

Follow this official guide to connect the Instagram Account to a Facebook Page.

Connecting Instagram

To chat with your customers over Instagram, connect to an Instagram Business account.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Add Channel

Press Add Channel and choose Instagram. The Connecting Instagram dialog should open up.

Connecting Instagram to respond.io

Step 3: Connect with Facebook

Press the Connect With Facebook button.

Connect Instagram to respond.io configuration

Step 4: Sign in with a Facebook Account

Sign in using the Facebook account with admin access to the page you would like to connect.

Step 5: Select the Instagram Business account

You will be provided options on which Instagram Business account you would like to connect to. Select the account.

Step 6: Complete the setup at respond.io

Press DONE to complete the setup.

Once you completed the setup, any messages sent to the associated Instagram Business account will now be received in your Space.

Channel Configuration

The Instagram channel can be configured with a unique Channel Name.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Instagram channel

Once you have located the Instagram channel, press Configure.

Step 3: Make the necessary configuration

You can configure the following:

  • Channel Name - Name used internally to identify the account.
Configure instagram on respond.io

Step 4: Update the configuration

Press DONE to update the channel configuration.

Frequently Asked Questions

Do you support Message Requests?

No, there is no webhook event provided by Instagram for message requests.

Yes, you can create a Click-to-Chat link or a shortened URL that directs customers to start or continue a conversation with your Instagram account. The customer is redirected to a new or existing thread, based on whether the user had previously messaged your Instagram account. More info here on how to create your Instagram Click-to-Chat link.

Troubleshooting

Instagram Business Account is not listed

If you cannot find the Instagram Business account while connecting it to the respond.io platform, make sure you have prepared your Instagram Business account according to these steps.

Inability to Send and Receive Messages

Occasionally, when the user who connected to Instagram changes their Facebook password, the permission will be outdated and will need to be refreshed.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Instagram channel

Once you have located the Instagram channel, press Troubleshoot.

Step 3: Refresh Permission

Press Refresh Permission to refresh Facebook permissions.

Step 4: Send a test message

Send a test message to the Instagram contact and check if it arrived.

Having trouble with the channel? Contact us here!

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