Instagram app

How to manage your Instagram conversations in Intercom.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Intercom’s Instagram app lets you handle Instagram direct messages (DMs) directly in your Intercom inbox. Meaning your customers can contact you in the most convenient way for them, while you take advantage of automations in Intercom.

Checklist before you install the Instagram app:


Installing the app and connecting your Instagram account

You’ll find Instagram in the Intercom ​​App store. Click Install now to add it to your ​​Intercom workspace:

After installation, go to Settings to connect your Instagram Business account. Click Connect Instagram Account.

Next, you'll need to Log in With Facebook (or Continue as the account you're already logged in with):

Then choose which Instagram Business account you want to use with Intercom. You can select one or multiple accounts here:

In the next step, select the Facebook Page(s) that your chosen Instagram Business account(s) are linked to:

It’s important to keep all options turned on (Yes) for this integration with Instagram to work properly. Then click Done to finish connecting with Instagram.

Return to the Settings tab and you’ll see the Instagram account(s) you connected are now listed. Select Connect Account and then click Done.

If you can’t see your Instagram account listed, try refreshing your page. Also make sure your Instagram Business account is connected to your Facebook page and you have allowed access to messages for connected tools in Instagram.

Additional settings

You can choose to toggle on/off the ability to receive:

  • Replies to your stories.

  • Mentions from other user’s stories.

You won't receive messages for comments on posts.

If either setting is toggled off, these types of messages will be filtered out so they won’t create conversations in your Inbox.

You can also toggle sending reply time expectations on or off.

You can connect multiple Instagram accounts by clicking the Connect Instagram Account button again. Once connected, all accounts will show in a list at the top of the Settings tab.


The teammate experience

When a conversation is in Intercom, it can be easily identified by the Instagram icon.

Teammates can now reply from the Inbox as they would with any conversation! CSAT conversation rating will also be triggered if you have this enabled.

Important:

  • Teammates can send:

    • Text

    • Emoji messages

    • Images

    • Macros

  • There is a 1000 character limit for Instagram messages.

  • Teammates can’t start new conversations on Instagram from the inbox.

  • A new lead is created the first time a customer sends a message on Instagram. The same lead will be used again if the customer sends another message in the future. It’s not a good idea to merge these leads with existing users because it could cause errors.

  • If a new Instagram message is sent 5 days after a conversation with the Instagram user has been closed in the Inbox, it will create a new conversation.

  • Messages received before 5 days will reopen the previous conversation.

  • Instagram has a customer care window which prevents teammates from replying 7 days after an Instagram user message. Teammates will see a banner in the Inbox on conversations that haven't received a message in more than 7 days, and will be prevented from replying.


Use Workflows for automation

Set up a Workflow to deflect, triage and route Instagram messages more efficiently.

You can select Instagram as the channel you would like a Workflow to trigger on via the Trigger rule settings:

Omnichannel selection is only available on certain Workflow triggers.

It's also possible to use the "From Instagram" and "Instagram Business account" message data attributes in the Audience rules.

Or use the "From Instagram" condition to Apply rules via Workflows.

The "Instagram Business account" attribute can also be used to apply rules based on which Instagram account a message is sent through (if you've connected multiple Instagram accounts).


Reporting

Instagram is included in all Customer Support reports automatically.

Filter or breakdown reports anywhere the channel filter is available by selecting Channel is Instagram.


Troubleshooting Instagram connection problems

Below are some troubleshooting tips if you're not receiving messages after connecting your Instagram account.

1. Check that the person is added to the Instagram account

In your Meta Business Account > Instagram account, the person connecting the Instagram account to Intercom should appear in the People tab for the Instagram account:

2. Check that the person has correct permissions in the Facebook Page

In the settings of the Facebook Page connected to the Instagram business account, if they go to the Page Settings section, the person should appear with a role of Moderator, Editor or Admin. More about roles in Meta documentation

3. Check that Intercom Facebook App has correct permissions in the Facebook Page

In Facebook Page > Settings > Advanced messaging, the Intercom Facebook App should have at least these Instagram permissions: instagram_basic, instagram_manage_messages.

4. Check that Message Control Connected Tools Settings is enabled

In the Instagram Mobile App, the Instagram Business Account should have Allow Access to Messages from connected tools enabled:

5. Reconnect the Instagram account in Intercom

This is the most important step. If all of the above looks right, you can remove the problematic account from the Instagram app Settings in Intercom:

And reconnect again, making sure the right permissions are enabled by clicking in Edit settings in the Facebook Authentication flow:

All of the permissions shown below should exist. If they don’t, there could be something wrong with the permissions the person connecting the account has on the Facebook Page or Instagram Business Account.

If you're still having trouble receiving messages from Instagram after trying these tips, reach out in the Messenger here. 😃


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