Go to Inbox settings, choose Instagram under 3. Connected pages, enter your Instagram account ID and the access token, and press Connect. Then make sure your Meta app sends Instagram messages and comments to your store's webhook.
Where to find it
Admin › CRM › Inbox › Inbox settings (সিআরএম › ইনবক্স)
Connecting a page needs its access token, so only the store owner (Super Admin) does it. The Admin (who gets the Inbox settings tick with the role) can open the screen, switch pages on or off and see if they are working; tokens and the app secret are shown masked.
Quicker way: Connect all my pages at once connects every Facebook page and the Instagram business account linked to it from one User token, so you do not need the account ID. See How do I connect all my Facebook pages and Instagram accounts at once?
Before you start
- A running Premium (or Custom) package. The inbox is in Premium only: on Start Free, Basic, Standard or during the free trial the Inbox screens are locked and Meta's webhook check fails. See Which package has the Facebook / Instagram / WhatsApp inbox?
- Your own Meta app, with its Meta app secret saved in 2. Rules of Inbox settings. Messages are refused until it is saved.
- Your Instagram account's ID, and a long-lived access token from your Meta app for the Facebook page your Instagram account is linked to.
Step by step
- Go to Admin › CRM › Inbox › Inbox settings.
- In 3. Connected pages, under Or one page by its token:, pick Instagram in the first box. A box for the account ID appears.
- Type a name if you like (for example "Rangdhanu Fashion Instagram"). Left empty, it is called "Instagram".
- Enter the Instagram account id. It is required.
- Paste the access token in the Page access token box.
- Press Connect. You see "
is connected." and the account appears in the list. - In your Meta app, set up the Instagram webhook with the Callback URL and Verify token from the For the Meta app (webhook) card, and subscribe messages and comments.
- If you have more than one page or account, choose in 1. Sellers and their share which sellers serve Instagram (none ticked means they serve all).
Good to know
- Messages and comments. Instagram direct messages come in as chats. Comments on your Instagram posts come in too while Bring comments on the page's posts into the inbox is ticked. All the comments one person leaves on one post are one chat.
- Not checked at Connect. Unlike a Facebook page, an Instagram account is saved as you typed it. Check that it works by sending a test message: the account's line then shows when its last message came.
- Same webhook as Facebook. The callback URL and verify token are the same for every page and account of your store.
- Last calls from Meta under the webhook card shows whether Meta's calls arrive and any problem.
- To change the token, connect again with the same account ID; the account is updated, not added twice.
- The token is kept encrypted and only your store uses it.
Common problems
- "Write the account id (Instagram account id / WhatsApp phone number id)." The ID box was empty. Pick Instagram again and fill it.
- Connected, but no messages arrive. Check that the Instagram webhook in your Meta app uses your store's callback URL and has messages subscribed, and that the account ID is right.
- Messages arrive but answers fail. The token is wrong or expired. Connect again with the same ID and a new token.