Why connect Instagram
If customers find you on Instagram, they message you there — sizing, availability, "is this in stock?" Connecting Instagram lets the agent answer those DMs the same way it answers on WhatsApp, so nothing sits unread.
Same agent, another inbox. Everything you've taught it — your FAQ, catalog, tone — works on Instagram too. You don't set any of it up again.
Before you start
Instagram messaging runs through Facebook, so two things need to be in place first:
- A professional account — your Instagram set to Business or Creator (free, in Instagram settings)
- A linked Facebook Page — that professional account connected to your business's Facebook Page
Not sure? In the Instagram app: Settings → for professionals. If you can see "Business tools," you're already a professional account.
Connect it
Same place as every channel — Settings → Channels. Find Instagram and click Connect.
Muted first, then live
Once connected, leave Auto-reply off for a day, watch a few real DMs, and turn it on when the answers look right.
You can always step in. Reply yourself from Instagram and the agent pauses that chat until you're done.
Good to know
- Auto-reply is per channel — Instagram has its own switch, separate from WhatsApp
- DMs only — the agent handles direct messages; public comments stay yours to manage
- One place to watch — Instagram chats land in the same inbox as the rest
Haven’t done WhatsApp yet? Most shops start with WhatsApp — it’s the fuller walkthrough, and the steps here will feel familiar afterwards.
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