Channels

Instagram

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Instagram is one of the most popular platforms for brand-customer interaction, and a growing number of customers prefer reaching out via Instagram DMs over traditional support channels. With Chatmo's Instagram integration, every Direct Message and story mention flows into your unified inbox, so your team can respond without ever opening the Instagram app.

Prerequisites

Before connecting Instagram to Chatmo, make sure you have the following in place:

1. An Instagram Professional account -- either a Business or Creator account. Personal accounts cannot be connected. To switch, go to your Instagram profile > Settings > Account > Switch to Professional Account.

2. A Facebook Page linked to your Instagram account -- Instagram's messaging API requires this connection. If your Instagram account is not linked to a Facebook Page:

   • Go to your Facebook Page settings.
   • Navigate to Linked Accounts (or Instagram under Settings).
   • Click Connect Account and log in with your Instagram credentials.

3. Admin access to the Facebook Page -- the Facebook account you use to connect must have Admin-level permissions on the Page linked to your Instagram.

4. Messaging enabled on Instagram -- go to Instagram Settings > Privacy > Messages and make sure "Allow Access to Messages" is turned on (especially under the Connected Tools section).

Connecting Your Instagram Account

Once the prerequisites are met, the setup process is straightforward:

1. In the Chatmo sidebar, click Channel.

2. Select the Instagram category from the left panel.

3. Click the button to add your Instagram account in the main content area.

4. An OAuth authentication popup opens, prompting you to log in with your Facebook/Meta account.

5. Log in with the Facebook account that has Admin access to your Page and grant the requested permissions. This authorizes Chatmo to access your Instagram Professional account's messaging.

6. Once the authorization is complete, you will be taken directly to the Instagram channel detail page. Here you can view the connected account information and configure the channel settings.

Channel Configuration

Once your Instagram channel is connected, click on it in the channel list to open the detail page. The following settings are available:

Channel Settings

• Channel Name -- Editable text field. Give your channel a descriptive name (e.g., "Instagram Support" or "Brand IG").
• Channel Status -- Toggle between Active and Inactive. When inactive, the channel stops receiving new messages.
• Chat Link -- A read-only link in the format https://ig.me/m/yourusername that directs customers to start a DM with your Instagram account. You can share this link on your website, emails, or marketing materials.

Instagram Account Information

The detail page displays read-only information pulled from your connected Instagram account:

• Instagram Username/ID
• Account Name
• Account Type (Business or Creator)
• Followers Count
• Follows Count
• Media Count
• Profile Picture (avatar display)

Business Profile Section

Additional profile details are shown in a dedicated section:

• Biography -- Your Instagram bio text
• Website URL -- The website linked in your Instagram profile
• Followers / Following / Media counts
• Profile picture thumbnail

Use the Sync Profile button to refresh this information from the Instagram API if you have made changes to your Instagram profile.

AI Agent Assignment

Auto-reply functionality is configured through the AI Agent dropdown on the channel detail page.

• The dropdown is a searchable field with pagination, listing all AI Agents configured in your Chatmo workspace.
• Select an AI Agent to enable automated responses for incoming Instagram DMs. The selected AI Agent handles all automated replies based on its configuration.
• Select "OFF" to disable AI-powered auto-replies entirely.

After making changes, click Save Changes to apply your configuration.

Supported Message Types

Here is what you can send and receive through the Instagram integration:

Type	Incoming	Outgoing
Text messages	Yes	Yes
Images	Yes	Yes
Videos	Yes	Yes
Stories (mentions)	Yes	No
Story replies	Yes	No
Reels	Yes	No
Audio	Yes	No
Stickers	Yes	No

Story Mentions

When a customer mentions your brand in their Instagram Story, Chatmo captures it as a conversation event. This is a valuable engagement signal -- someone is talking about your brand publicly.

Here is how story mentions work in Chatmo:

1. A customer posts an Instagram Story and tags your account.
2. Chatmo receives a notification and creates (or updates) a conversation with that customer.
3. The story mention appears in the chat thread with a preview of the story.
4. Your agent can respond directly in the DM, turning a public mention into a private conversation.

Common Issues and Solutions

"Permission denied" during setup

Cause: The Facebook account used during the OAuth flow does not have Admin access to the linked Page.

Solution: Log in with a Facebook account that has Admin permissions on the Page. You can check Page roles in Page Settings > Page Roles.

Messages not appearing in Chatmo

Cause: Several possible reasons -- the Instagram account might not be a Professional account, it might not be linked to a Facebook Page, or messaging permissions might be disabled.

Solution: Go through the prerequisites checklist at the top of this page and verify each step. Then disconnect and reconnect the channel.

Cannot see the Instagram account during setup

Cause: The Instagram account is not linked to the Facebook Page associated with the account you used in the OAuth popup.

Solution: Link your Instagram account to your Facebook Page first (see Prerequisites above), then retry the channel setup.

Story mentions not appearing

Cause: The "Allow Access to Messages" toggle may be off in Instagram settings, or there may be a delay in Meta's API.

Solution: Confirm messaging permissions are enabled on Instagram. If the setting is correct, wait a few minutes -- Meta's API sometimes has brief delays for story mention notifications.

Connection drops or token expires

Cause: Changes to your Facebook password, Page role changes, or Meta token expiration can interrupt the connection.

Solution: Go to Channel in the sidebar, select Instagram, click on the affected channel, and follow the reconnection flow. If the issue persists, disconnect and reconnect the channel entirely.

Rate limiting or throttling

Cause: Instagram's API has rate limits, especially for accounts with very high message volumes.

Solution: This is a platform-imposed limit. If you are hitting it regularly, consider spreading out automated responses and reducing unnecessary API calls. Contact Chatmo support if the issue persists.

Best Practices

1. Respond quickly -- Instagram customers expect fast replies. According to platform norms, responses within an hour feel prompt; anything over 24 hours feels slow. Assign an AI Agent to handle initial responses during off-hours.

2. Match the platform tone -- Instagram is a visual, casual platform. Your responses do not need to be as formal as email. Use a friendly, conversational style.

3. Engage with story mentions -- Do not ignore them. Acknowledging story mentions (even with a simple thank you) builds customer loyalty and encourages more organic brand mentions.

4. Use the Sync Profile button -- After updating your Instagram bio, profile picture, or other details, click Sync Profile on the channel detail page to keep information current in Chatmo.

5. Keep your Instagram profile updated -- Customers often check your profile before messaging. Make sure your bio, contact info, and highlights are current and professional.

6. Share your Chat Link -- Copy the ig.me chat link from the channel detail page and use it in your email signatures, website, and marketing materials to drive DM conversations.

Next Steps

Set up additional social channels like Facebook Messenger, or explore all available channel options in the Channels Overview.