Instagram: connect a professional account and handle DMs
Authorize Instagram through Meta, select the account and test incoming direct messages.
TopSoft4U customers send Instagram direct messages. Convor can bring those DMs into the shared inbox once you connect the right professional account. Operators can then handle Instagram alongside the website widget and other channels. Check access to the account and linked Facebook Page first. Missing Meta permissions can prevent the account from appearing.
Authorize the professional account
Find Instagram in Integrations and choose Configure. On the setup page, select Connect Instagram account. Approve the requested access in Meta, then return to Convor. Under Choose an Instagram account, select the professional account used by your support team. Confirm the account and linked Facebook Page rather than relying only on the profile picture. A personal Instagram account may not qualify for this integration.
Prepare the first-contact message
Once connected, fill in Message and decide whether Send this message automatically should be enabled. This is a first-contact greeting. When the AI Agent replies first, Convor avoids sending that greeting a second time. Use Knowledge for customer instructions and Rules for specific actions that follow matching conditions.
Test an incoming DM
Select Check connection, then send a DM from another Instagram account. In Conversations, filter by Instagram and open the message. Assign it to an operator and send a reply. If it does not arrive, check which account was authorized, the linked Facebook Page, Meta permissions and the selected Convor site. Updating an article will not repair an expired provider token.
Change or remove the account
Use Authorize again if the business changes permissions or needs to select another account. Disconnect removes the provider connection. Before making that change, review who is handling active customer threads. If no eligible accounts appear after authorization, return to Meta and confirm that the intended professional account was granted access.
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