When to use
- You want to handle Instagram direct messages (DMs) inside Cloud Chat
- You want to reply to comments on your posts and reels without leaving Cloud Chat
- You want to follow mentions and replies to your stories
Prerequisites
- Be logged in as an administrator in Cloud Chat
- Have a professional Instagram account (Business or Creator)
- Have the login and password for that Instagram account
A linked Facebook Page is no longer required: the connection is made directly with your Instagram login.
About this article
In this article you will learn how to connect your Instagram account to Cloud Chat using the native Instagram integration.
If your Instagram is already connected to Cloud Chat through a Facebook Page (legacy integration), do not create a new inbox: follow the article Migrate your Instagram from a Facebook Page to the native integration. This way you keep your conversation history.
Step by step
Step 1 — Add an inbox
Go to Settings → Inboxes and click Add Inbox.
Step 2 — Choose the Instagram channel
In the channel list, choose Instagram.
Step 3 — Connect with Instagram
Click Connect with Instagram. You will be redirected to the Instagram login: sign in with the account you want to connect and approve the requested permissions.
Step 4 — Name the inbox and choose the interactions
Back in Cloud Chat, you will see the message Instagram account connected successfully!. Set the Inbox Name and choose which interactions you want to manage:
- Direct messages: receive and reply to your customers' DMs
- Comments on posts and reels: read, reply to, hide or delete comments
- Story mentions and replies: get notified when customers mention you or reply to your stories
- Reply to customers after 24 hours: lets you send follow-up messages after the 24-hour window (up to 7 days — see Instagram: how to enable replying after 24 hours)
Then click Create Instagram Channel.
Step 5 — Add agents
Choose the agents who will handle this inbox and click Add agents. Done! Your Instagram inbox is connected to Cloud Chat.
If you have used another integration — Set the default routing app
If your Instagram was previously connected to another tool (or to the legacy integration through a Facebook Page), the Cloud Chat app must be the default reply app at Meta. Otherwise, when you reply, the error (#100) not the thread owner appears and the message is not sent.
In the Instagram inbox, open the Advanced Settings tab and go to the Conversation routing section. Click Open Meta conversation routing settings and set the Cloud Chat Instagram app as the default.
Notes
- You can turn the interactions (direct messages, comments, stories) on or off at any time in the inbox's Advanced Settings tab.
- If the Instagram connection expires, or if you need to grant new permissions (for example, for comments), use the Reauthorize Instagram button in the Advanced Settings tab. Direct messages keep working while you reauthorize.
- If your Instagram is connected through a Facebook Page, see Migrate your Instagram from a Facebook Page to the native integration.