Instagram Quick Start

Instagram Direct is where customers send private messages to your Instagram account. Connecting your Instagram professional account to Resool brings those DMs into one shared inbox with WhatsApp, Messenger and your other channels, so your team can assign them, reply together, and use AI Agents and workflows. Comments on your posts arrive too, in the Inbox's Comments tab. You connect with Continue with Instagram (or through your Facebook Page), using Meta's official sign-in.

#What you can do with Instagram

In the Inbox

• Reply to Instagram DMs with text, images and emoji.
• Assign conversations, add internal notes and use snippets.
• Reply for up to 7 days after the customer's last message.
• Answer comments on your posts publicly or privately. See Facebook and Instagram comments.

In Broadcasts and Workflows

• Start workflows from Instagram messages or Click-to-Chat ads. See Workflow triggers.

#Before you begin

• Your Instagram account must be a professional account (Business or Creator). You can switch for free in the Instagram app's settings.
• In the Instagram app, allow message access for connected tools: Settings › Messages and story replies › Message controls › Connected tools › Allow access to messages.
• In Resool, only Owners and Admins (or a custom role with Connect and configure channels) can connect channels.
• Each Instagram account counts as one channel toward your plan's limit.

#How to connect Instagram to Resool

1. Go to Settings › Channels and click Add Channel.
2. Find Instagram under Business Messaging and click Connect.
3. In the Connect Instagram dialog, click Continue with Instagram.

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Settings › Channels › Add Channel › Instagram › Connect

The "Connect Instagram" dialog with the gradient "Continue with Instagram" button at the top.

File: screenshots/instagram-quick-start-connect-dialog.png

1. Sign in to Instagram in the small window that opens and allow the permissions Resool asks for.
2. The window closes and you see Instagram account connected. The channel's page opens, showing your @username.

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The Instagram window opened by Continue with Instagram

Instagram's permission screen listing the account, message and comment permissions, with the Allow button.

File: screenshots/instagram-quick-start-consent.png

#Connect Instagram through your Facebook Page instead

If your Instagram account is linked to a Facebook Page, you can connect both at once: click Connect on Facebook Messenger, then Continue with Facebook. In Choose the Pages to connect, Pages with a linked account show Messenger and Instagram @username. See Messenger Quick Start.

#How to test your Instagram channel

1. From another Instagram account, send a DM to your business account.
2. Go to the Inbox. The conversation appears with the Instagram icon.
3. Reply to check that messages go both ways.

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Inbox › an Instagram conversation

An Instagram conversation with the Instagram icon on the contact, a customer DM and an agent reply in the thread, and the composer.

File: screenshots/instagram-quick-start-inbox.png

#How to configure your Instagram channel

Open the channel from Settings › Channels › Manage. The Configuration tab shows the Channel name your team sees, the connected Instagram account, and Delete channel. Routing and satisfaction surveys are set on the Channels page. See Channel settings.

#Notes and limitations

• Messaging window: you can reply for 24 hours after the customer's last message, and a person can still reply for up to 7 days.
• After 7 days, the composer shows Instagram's messaging window closed. Instagram has no message templates, so you can only send messages again after the customer writes to you.
• Only Instagram professional accounts can be connected. Personal accounts can't use Instagram's messaging API.
• Comments don't have a reply window. See Facebook and Instagram comments.

#FAQ and troubleshooting

#Instagram messages aren't arriving. What can I do?

What you can do:

• In the Instagram app, turn on Allow access to messages under Connected tools.
• Check that the channel shows Active in Settings › Channels.
• Reconnect with Continue with Instagram to refresh access.

#Should I use Continue with Instagram or Continue with Facebook?

Either works. Continue with Instagram needs only your Instagram login. Continue with Facebook is handy if the account is linked to a Facebook Page and you want Messenger and Instagram connected together.

#Can I connect several Instagram accounts?

Yes. Connect each account separately. Each becomes its own channel.

#Why can't I message a customer after a week?

Instagram only allows replies within 7 days of the customer's last message, and has no templates for reopening a conversation. Wait for the customer to message you again.

#What's next?

• Facebook and Instagram comments
• Messenger Quick Start
• Messaging windows and templates
• Creating a broadcast