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Instagram connects Direct Messages from a Business or Creator account. Customers message you on Instagram; threads appear in Conversations.

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Prerequisites

  • An Instagram Business or Creator account linked to a Facebook Page (as Meta requires)
  • Permission to complete Instagram / Facebook login
  • Permission to create channels

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Connect

1

Open Channels

In the project sidebar, select Channels. Select Instagram.
2

Sign in with Instagram

On Sign in with Instagram, authorize the Business or Creator account.
3

Choose Instagram Account

Select the account for this channel (one account).
4

Finish

Complete the wizard until you see Instagram Channel Connected! The identifier is usually @handle.

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Verify

Send a DM to that Instagram account from another user. The message appears in Conversations.

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Use it

Inbound DMs use this channel’s workflow and tools. You can disconnect the channel later from Channels if your role allows it.

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Limits

  • Personal (non-Business) accounts cannot complete this connect flow.
  • Meta can expire the login; reconnect if DMs stop arriving.

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Troubleshooting

Allow pop-ups, use the Instagram account that is a Business or Creator account, and try again.
Confirm the Facebook Page is linked to the Instagram account in Meta Business settings, then authorize again.
Confirm the channel is enabled and you messaged the connected account, not a different handle.