Instagram Quick Start

Getting an Instagram Business Account

To set up an Instagram business account, you need to create an Instagram account or use an existing Instagram account.

Preparing Instagram for Connection

Step 1: Switch to Professional

Follow this guide to switch your Instagram account to a Business account.

Step 2: Allow Access to Messages

Follow this guide to Allow Access to Messages.

Step 3: Connect to a Facebook Page

Follow this guide to connect the Instagram Account to a Facebook Page.

Connecting an Instagram Business Account

To chat with your customers over Instagram, connect IS-Messenger to an Instagram Business account.

Step 1: Go to Settings > Channels

Step 2: Click Add Channel > Instagram > Connect

Step 3: Click Connect With Facebook

Step 4: Sign in using the Facebook account with admin access to the page you would like to connect.

Step 5: You will be provided options on which Instagram Business account you would like to connect to > Select the account.

Step 6: Click Done

Once the Channel is connected, scan the QR code to send a test message and make sure everything is working properly.

Channel Configuration

The Instagram Configuration page allows you to change your Instagram Channel Name and is also where you can get your Chat Link.

Step 1: Click Settings > Channels

Step 2: Locate the Instagram Channel > Manage

Step 3: In the Instagram Configuration page you will see the following configurations:

  • Chat Link - A click-to-chat link is a shortened URL that directs customers to start or continue a conversation with your Instagram account. You can share this link to refer customers to a new or existing thread, based on whether the user has previously messaged your Instagram account. You can also generate a QR code to share the chat link to your Contacts.

  • Channel Name - The Channel Name can be changed and is used internally to identify the Channel.

Step 4: Click Save Changes

FAQ and Troubleshooting

Why can’t I see my Instagram Business account listed in the dropdown?

If you cannot find the Instagram Business account while connecting it to the IS-Messenger platform, try refreshing the list first. If that doesn’t work, make sure you have prepared your Instagram Business account according to these steps.

Why can’t I receive inbound messages?

This issue can happen when a user who is connected to Instagram changes their Facebook password, causing the permission to be outdated on the platform. The channel will need to be refreshed

Step 1: From Settings > Channels

Step 2: Locate the Instagram Channel > Manage > Troubleshoot

Step 3: Click Refresh Permission

Step 4: Send a test message to an Instagram contact and check if it has arrived

Can I get webhook event for message requests?

Currently, there is no webhook event provided by Instagram for message requests. Change your privacy settings to make sure all chats go directly to your inbox.

Learn how to manage message requests on Instagram here.

Why did I receive the error The action is invalid since it’s not the thread owner when trying to send an outbound message from the IS-Messenger Messages module?

Because the Channel restricts automated messages, this error can happen when messages aren't sent by a person or human agent after the 24-hour messaging window. This occurs if the Human_Agent tag is turned on in IS-Messenger Messages like echoes, workflow messages, and bot-generated ones are examples of non-human agent responses.

Why did I encounter the error "Error validating access token: The session has been invalidated because the user changed their password or Facebook has changed the session for security reasons" when trying to send a message?

This error will occur if you have recently updates your Facebook credentials, it may disrupt the Channel connection on our platform, leading to errors when sending messages.

To resolve this issue, you need to refresh the channel permissions on our platform using your updated Facebook credentials. This process requires an Admin role. By refreshing the permissions, you'll re-establish the connection with the new credentials, ensuring that your outbound messages are sent successfully without encountering errors.

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