Instagram
Connecting a Instagram Business account to chat with customers.
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 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 a 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.
Step 3: Connect with Facebook Press the Connect With Facebook button.
Step 4: Sign in with a Facebook Account Sign in using the Facebook account that has 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 - Greeting Message
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
  • Greeting Message - This message is the first message sent to contact when they message you through Instagram.
Greeting Message is being replaced by Workflows and will be deprecated in January 2022
Step 4: Update the configuration Press Done to update the channel configuration

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 Instagram changes their Facebook password and permission will be outdated. Permissions 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!
Last modified 12d ago