Intercom’s Instagram integration lets you route private messages from Instagram to your Intercom inbox. Meaning your customers can contact you in the most convenient way for them, while you keep all of your customer communications in one place and take advantage of automations in Intercom.
Automatically assign Instagram messages to the right team or teammate.
Anyone who messages you will be added to Intercom as a lead or user.
Reply to Instagram messages directly from the your Intercom inbox.
Instagram is a free app available on the Advanced or Expert plan.
What you'll need
You will need an Instagram Business account.
The Instagram Business account must be linked to a Facebook Page you are an Admin or Moderator for. See how to link them.
Allow access to messages for connected tools in your Instagram account.
Log in to the Facebook account that has access to the Facebook Page and Instagram Business account you will be connecting to Intercom.
Install Instagram app
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).
Choose which Instagram Business account you want to use with Intercom. You can select one or multiple accounts here.
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.
An Instagram account can be only connected to one workspace at a time. When the Instagram account is connected to a different workspace, it will automatically be disconnected from the previous one.
Return to the Settings 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.
Select which Instagram messages you want to receive in the inbox
From App Store > Instagram > Settings you can choose to toggle on/off the ability to receive:
Replies to your stories.
Mentions from other user’s stories.
If either setting is toggled off, these types of messages will be filtered out so they won’t create conversations in your Inbox.
You won't receive messages for comments on posts.
Additional settings
You can also toggle sending reply time expectations on or off.
Connect multiple Instagram accounts by clicking the Connect Instagram Account button again. Once connected, all accounts will show in a list at the top.
The teammate experience
When a conversation is in Intercom, it can be easily identified by the Instagram icon.
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. Don't merge these leads with existing users because it could cause errors.
Teammates can reply from the inbox as they would with any conversation. CSAT conversation rating will also be triggered if you have this enabled.
Teammates can send:
Text
Emoji messages
Images
Macros
Note:
There is a 1000 character limit for Instagram messages sent from the inbox.
Teammates can’t start new conversations on Instagram from the inbox.
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.
If an Instagram conversation is on Intercom and an admin responds directly on Instagram, this message in Intercom will appear as coming from your workspace's bot/workflow.
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.
Use Workflows for automation
Set up a Workflow to deflect, triage and route Instagram messages more efficiently.
Go to Automation > Workflows and click + New workflow.
Select the trigger Customer sends any message.
Choose Instagram as the channel in the trigger rules.
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 conditional rules.
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 as a channel in all Customer Support reports.
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 accounts, 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 and 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. 😃
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts