Channels
Connect an Instagram business account so your agent handles Instagram DMs.
Connect an Instagram business account and your agent will reply to its direct messages. Instagram requires a plan that includes the Instagram channel feature.
Requirements
- A Business or Creator Instagram account.
- The account must be linked to a Facebook Page you manage.
Connect
Open the Instagram card on the agent's Channels page:
Click Connect with Facebook, approve access, and pick the Instagram account from the list.
Gather and paste:
- Instagram Business Account ID
- Access token — with the
instagram_basicandinstagram_manage_messagespermissions
Optionally set a username label. The token is masked and stored encrypted.
Once connected, the card shows the account as Bound and DMs route to the agent.
Manage the connection
- Bot switch — turn automatic replies on or off.
- Disconnect — stop routing this account to the agent; you can re-bind it later.