How do I connect Instagram direct messages?

Connecting Instagram links the Instagram professional account linked to one of your business's Facebook Pages to a Peakify inbox.

Instagram is being turned on account by account. Once it is on for your account, the direct messages people send that account come to Peakify. If you do not see a Connect Instagram card, it is not on for your account yet. Message us and we will tell you when it is.

Two things need to be true before you start. Your Instagram account needs to be a professional account, Business or Creator, linked to a Facebook Page you manage: a personal account cannot be connected. And in the Instagram app, under Settings, then Messages and story replies, then Message controls, then Connected tools, Allow access to messages needs to be switched on, or no message reaches Peakify.

Connect your account

Go to Settings, then Connections, then Add inbox.
Click Connect Instagram.
Click Continue with Facebook. A window hosted by Facebook opens.
Sign in as someone who manages the Facebook Page your Instagram account is linked to, and allow Peakify CX to manage its messages.
If exactly one of your Pages has a linked Instagram account, it connects straight away. If more than one does, Peakify lists them: click Connect next to the one you want, and confirm once more in the Facebook window.

Right after connecting you are asked who should be able to answer these chats. Pick teammates now, or add people later from the inbox's own settings.

If it says the Page has no Instagram account

This means none of the Facebook Pages you shared have a linked Instagram Business or Creator account. Open the Instagram app, link the account to that Page from its own settings, then try again.

If it says the account is connected to another account

An Instagram account can only be connected to one Peakify account at a time. If someone connected it to a different Peakify account, disconnect it there first, then try again. Nothing is changed when this happens.

Connecting the same account again

If you connect an account your workspace already has, Peakify refreshes its Facebook permission on the existing inbox instead of making a second one. Do this if Facebook asked you to sign in again, or if messages stopped arriving after someone changed the linked Page's admins.

Replying on Instagram

When you reply in an Instagram conversation in Peakify, the person gets your reply as an Instagram direct message, from the connected account. Files you attach are sent too. If your AI is turned on for this inbox, it can answer Instagram messages the same way it answers your other channels.

Instagram lets you and the AI reply for 24 hours after the person's last message. While that window is open, the reply box shows 24h window open. Once it has closed, the reply box says so, and a reply you send is not delivered: it shows Window closed. Unlike Messenger, there is currently no extra window for a teammate to reply by hand after 24 hours: everyone, teammate and AI alike, waits for the person to write again.

If a reply shows Reconnect needed, Instagram no longer accepts your account's connection, often after a Page admin changed their password or removed Peakify CX. Connect the same account again, as described above.

If the Facebook window doesn't open

Ad blockers, tracking protection, or a strict company firewall can stop the Facebook sign-in window from loading. Try a different browser or network, and turn off ad blockers for the page. If it still will not connect, message us and we will help.

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