When to use
- Your Instagram is currently connected to Cloud Chat through a Facebook Page inbox (the old integration) and you want to move to the native Instagram integration.
- You want to keep the full history of your Instagram conversations (direct messages).
- You also use Facebook Messenger on the same page and want to keep handling Messenger normally.
Prerequisites
- You must be an administrator of the account.
- Migration is done per inbox, in its own settings — no support ticket needed.
After migrating, to be able to reply to Instagram conversations you must set the new Instagram app as the default routing app in Meta. Without this, replies fail with (#100) not the thread owner (see Step 4).
What happens during the migration
- The current inbox becomes an Instagram inbox — the direct messages and all history stay in it.
- Your Facebook Messenger conversations move to a new, separate inbox, so Messenger keeps working.
Step by step
Step 1 — Open the inbox settings
Go to Settings → Inboxes and select the Instagram inbox (the one currently connected through a Facebook Page).
Step 2 — Start the migration
In the settings tab, scroll to the Migrate to the new Instagram integration section and click Migrate to Instagram.
Step 3 — Log in with Instagram and approve the permissions
You'll be taken to the Instagram login. Sign in and approve the requested permissions. When you return, the inbox already shows as Instagram and the new Messenger inbox is created.
Step 4 — Set the default routing app in Meta
In the Instagram inbox, open the Advanced Settings tab and go to the Conversation routing section. Click the link to open Meta's settings and set the Instagram app as the default app for replies.
If you skip this step, replies will fail with (#100) not the thread owner and the message won't be sent.
Notes
- The Instagram direct message history is preserved — nothing is lost in the migration.
- Facebook Messenger conversations keep working in the new inbox.
- Conversations are moved in the background; it may take a few moments on accounts with many conversations.