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Table of Contents

Instagram Quick Start

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.

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

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

Connecting Instagram to respond.io

Step 3: Connect with Facebook

Click 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

Click Done to complete the setup.

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

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've located the Instagram channel, click 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

Click Done to update the channel configuration.

FAQ and 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.

Why outbound message from the respond.io Messages module is getting the error: “The action is invalid since it's not the thread owner”?

Due to the channel’s limitation (disallowed automated messages), this error can occur when outbound messages are not sent by the platform user or human agent after the channel’s default 24-hour messaging window and the Human_Agent tag is activated on the respond.io platform. Examples of non-human agent responses include echo messages, messages from workflows, or bot-generated messages.

Unable to Send and Receive Messages

When the user who connected to Instagram changes their Facebook password, the permissions 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've located the Instagram channel, click Troubleshoot.

Step 3: Refresh Permission

Click 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.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

Instagram Overview

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