Connect a professional Instagram account so your agent answers your Instagram direct messages. You connect by signing in with Meta. You don't need a developer account.
Instagram is available on the Hobby plan and above. Only agent owners and editors can connect or change it.
Before you start
You need:
- A professional Instagram account (Business or Creator). Personal accounts can't be connected.
- That Instagram account linked to a Facebook Page, and access to manage that Page.
- Access to messages turned on in Instagram. In the Instagram app, go to Settings → Messages and story replies → Message controls, and under Connected tools, turn on Allow access to messages.
Connect Instagram
- Select your agent from the dropdown at the top of the dashboard.
- Open Install in the sidebar and choose Manage on the Instagram card.
- Click Connect Instagram. Meta opens so you can sign in.
- Sign in, choose the Facebook Pages and Instagram accounts to share, and approve access.
- Back in Chatwith, pick your Instagram account from the list and click Connect selected account.
The dialog now shows your account name and Connected. To test it, send a direct message to your account from a different Instagram account. The conversation shows up in Conversations, labeled Instagram.
Finish the Meta sign-in within 10 minutes. If it takes longer, you'll see "Sign-in expired. Please start again." Just click Connect Instagram again.
Pause or disconnect
- Pause: use the switch on the Instagram card. Your agent stops replying, but the connection stays. Turn it back on to resume.
- Disconnect: open the Instagram dialog and click Disconnect Instagram. Your agent stops replying on that account. You can reconnect later.
- Reconnect: if Meta access was removed, click Reconnect with Meta in the Instagram dialog.
Each Instagram account can be connected to one agent at a time. To move it to another agent, disconnect it first.
Good to know
- Your agent replies to direct messages. It doesn't reply to comments.
- Your agent uses the same instructions, knowledge, and skills on Instagram as everywhere else.
Troubleshooting
- "No linked professional Instagram accounts were granted." Make sure your account is a Business or Creator account, linked to a Facebook Page, and that you chose it during Meta sign-in. Then try again.
- "This account is already connected to another agent." Disconnect it from the other agent first.
- Messages don't reach your agent. Check that Allow access to messages is on in Instagram's Connected tools settings, and that the channel isn't paused.
- "Upgrade your plan to connect messaging channels." Instagram needs the Hobby plan or above. View plans.
- The Connect button is greyed out. Guests can't change channels. Ask an agent owner or editor.