Instagram Integration

Connect your Instagram Business account to manage DMs and comments.

Instagram is Coming Soon

Instagram Business appears in the Integrations catalog but is marked Coming Soon on production. Its Connect button is disabled until the integration is enabled. The prerequisites and setup steps below describe the flow so you can prepare your account in advance.

Overview

The Instagram integration allows you to:

• Receive and reply to Direct Messages
• Respond to comments on posts
• Manage story mentions
• Use AI for automated responses

Prerequisites

• Instagram Business or Creator account (not Personal)
• Admin access to the Instagram account
• A Facebook Page linked to that Instagram account
• Meta Business Manager access
• A Facebook app with Instagram messaging permissions (instagram_basic, instagram_manage_messages, instagram_manage_comments)

Where you'll connect

Once live, you'll connect Instagram from the Integrations page via OAuth (Integrations → Instagram Business → Connect → Connect with Facebook), which links your Facebook Page and Instagram account automatically.

Step 1: Convert to Business Account

If you have a personal account:

1. Open Instagram app
2. Go to Settings → Account
3. Click Switch to Professional Account
4. Choose Business
5. Connect to a Facebook Page

Step 2: Connect Facebook Page

Your Instagram must be linked to a Facebook Page:

1. Open Facebook Page
2. Go to Settings → Instagram
3. Click Connect Account
4. Sign in to Instagram
5. Confirm connection

Step 3: Configure Meta App

Use Existing App

If you have a Meta app from WhatsApp setup:

1. Go to your app in Meta Developer Portal
2. Add the Instagram product
3. Configure permissions

Create New App

1. Go to developers.facebook.com
2. Create new app → Business type
3. Add Instagram product

Required Permissions

Permission	Purpose
instagram_basic	Read profile info
instagram_manage_messages	Send/receive DMs
instagram_manage_comments	Respond to comments
pages_manage_metadata	Page connection
pages_messaging	Message management

Step 4: Get Credentials

Access Token

1. Go to Tools → Graph API Explorer
2. Select your app
3. Add required permissions
4. Generate User Access Token
5. Exchange for long-lived token

Page ID and Instagram ID

1. Go to Tools → Access Token Debugger
2. Find your Page ID
3. Find linked Instagram Account ID

Step 5: Configure Webhook

Webhook URL

https://api.fyncall.com/api/v1/webhooks/instagram

Subscribe to Fields

Field	Description
messages	Direct messages
messaging_postbacks	Button clicks
comments	Post comments
mentions	Story mentions

Webhook Configuration

1. Go to Instagram → Webhook
2. Enter callback URL
3. Enter verify token
4. Subscribe to fields
5. Verify webhook

Step 6: Connect in Fyncall

1. Go to Settings → Channels → Instagram
2. Click Connect Instagram
3. Enter credentials:
   • Access Token
   • Instagram Account ID
   • Page ID
4. Click Connect
5. Test by sending a DM

Feature Configuration

Direct Messages

Setting	Description
AI Responses	Enable AI to reply
Response Delay	Wait before AI responds
Greeting Message	First message to new users

Comments

Setting	Description
Monitor Comments	Enable comment monitoring
Auto Reply	AI responds to comments
Reply Privately	Reply via DM instead
Keywords	Only respond to certain keywords

Story Mentions

Setting	Description
Monitor Mentions	Track story mentions
Auto Thank	Send thank you message
Create Conversation	Start support thread

Message Types

Supported in DMs

Type	Support
Text	✓
Images	✓
Videos	✓
Voice messages	✓
Story replies	✓
Stickers	View only

Sending

Type	Support
Text	✓
Images	✓
Generic templates	✓
Quick replies	✓

Limitations

API Restrictions

Limit	Value
Messages/day	1000 per user
Characters	1000 per message
Quick replies	13 max

Messaging Window

• 24-hour messaging window (like WhatsApp)
• No templates for re-engagement
• User must message first

Troubleshooting

Cannot Connect

1. Verify Instagram is Business account
2. Check Facebook Page is connected
3. Verify app permissions
4. Check access token validity

Messages Not Received

1. Verify webhook is active
2. Check webhook subscriptions
3. Verify account permissions
4. Test webhook manually

Cannot Reply

1. Check messaging window (24h)
2. Verify token has send permission
3. Check rate limits
4. Verify Instagram ID is correct

Comment Monitoring Issues

1. Verify comments subscription
2. Check app has comments permission
3. Ensure posts are public
4. Check for rate limiting

Best Practices

Response Speed

Instagram users expect quick responses:

• AI should respond within minutes
• Human escalation should be fast
• Set expectations in greeting

Tone

Match Instagram's casual nature:

• Friendly and conversational
• Use emojis appropriately
• Keep messages concise

Visual Content

Instagram is visual-first:

• Include product images
• Use visual responses when relevant
• Ensure images are high quality

Related

• Integrations Overview - Back to the integrations catalog