Chatmatic
Try Free
Help / Instagram Integration

Instagram Integration

Bring Instagram DMs into the inbox. Learn whether to choose "Connect with Facebook" or "Connect with Instagram".

What does this integration do?

Direct messages (DMs) sent to your Instagram profile land in the Chatmatic inbox. You no longer need to monitor the Instagram app separately; the team replies together. Conversations coming from Instagram ads are also reflected in the Ad Analytics report.

Path: Left menu → All Integrations → Instagram

Instagram integration page and the two connect buttons

Two connect buttons: which one to choose?

On the Instagram page you will see two buttons for connecting an account:

ButtonWhat does it do?Who is it for?
Connect with FacebookYou sign in with your Facebook account. Your Instagram account is added through the Facebook page it is linked toThose whose Instagram account is already linked to a Facebook page. Best if you also use the same page for Messenger
Connect with InstagramYou sign in directly with your Instagram account’s username and passwordThose without a Facebook page or who don’t manage the page
"Connect with Facebook" and "Connect with Instagram" buttons

Connect with Facebook

  1. Click the Connect with Facebook button.
  2. In the window that opens, sign in with your Facebook account.
  3. Select the Facebook page your Instagram account is linked to.
  4. Select Businesses and continue.
  5. Select the Instagram account you want to connect.
  6. Review the permissions the app requests and save.
  7. When the window closes, your account appears in the list.

The requirement for this path: your Instagram account must be already linked to a Facebook page. The “Preparation” section below explains how to link it.

Connect with Instagram

  1. Click the Connect with Instagram button.
  2. In the Instagram window that opens, sign in with your account’s username and password.
  3. Approve the permissions Chatmatic requests (reading and replying to messages, comments, etc.).
  4. When the window closes, your account appears in the list.

This path does not require a Facebook page.

If you are not sure which to choose: if you have a Facebook page and also use it on Messenger, use Connect with Facebook; otherwise use Connect with Instagram. Both methods bring messages to the same inbox.

Do not connect the same account twice using both methods. The same messages may appear in duplicate. If you need to reconnect the account, disconnect the old one first.

Before you start (common requirements)

Preparation: linking Instagram to a Facebook page

Required only for the Connect with Facebook path. You do this preparation once.

  1. Sign in to your account on facebook.com.
  2. From the My Shortcuts section on the left, click the Facebook page you want to link Instagram to.
  3. Go to Manage Page → Settings.
  4. Open the Linked Accounts (or Linked Instagram Accounts) section.
  5. Add your Instagram account with the Connect Account option. If you don’t have an account, you can choose Create Account.
  6. Verify that the Instagram account appears as linked to the page.
  7. In the Instagram app, under Settings → Messages and story replies → Connected tools, turn on Allow access to messages. Also enable access to Instagram messages in the Facebook page’s Inbox settings.
Facebook page → Settings → Linked Accounts

If message access permission is off, the account connects but DMs don’t arrive in the CRM. This is the most common mistake.

Completing the connection (common to both paths)

Whichever button you choose:

  1. In the window that opens, approve all requested permissions. With these permissions, Chatmatic does the following: reads profile information, reads messages and sends replies, and (if set up) manages comments.
  2. When the window closes, you see the account list on the page.
  3. Check that the status shows Connected.
  4. If needed, assign the account to a branch or department.

The page has a “How to Connect Instagram?” button; it opens a 15-step visual guide.

Managing connected accounts

Each row in the account list has the following:

ActionWhat does it do?
Reconnect (plug icon)Refreshes the connection if it has broken. Needed when the password changes or the permission is revoked
DisconnectSelect the accounts and click Disconnect Selected Accounts. If you don’t have delete permission, the button is disabled

If an account’s connection needs to be refreshed, a red warning appears in the row: “This account’s connection needs to be refreshed. Use the Reconnect button.” A red dot also appears next to Integrations in the menu.

How does it work?

Troubleshooting

ProblemSolution
After “Connect with Facebook” the account doesn’t appear in the listCheck that the Instagram account is professional, linked to the right Facebook page, and that you are an admin of the page. If it still doesn’t work, try Connect with Instagram
“Connect with Instagram” gets stuck on the permission screenMake sure the account is professional and turn off the pop-up blocker in your browser
Account is connected but no messages arriveTurn on the Allow access to messages setting in Instagram and reconnect the account
Messages appear twiceThe account may have been connected with both methods. Disconnect one of them
Reply can’t be sentThe 24 hours have passed
“Limit Exceeded”The integration limit in your plan is full. Disconnect an old account or upgrade your plan
Reconnect warningClick the Reconnect icon