Instagram Integration
Manage Instagram Direct messages through DOLU.ai.
Requirements
For Instagram integration:
- Instagram Business or Creator account
- Meta Business Suite access
- Facebook page (must be linked)
Setup Steps
1. Connecting Instagram Account
- Go to Settings > Channels > Instagram
- Click the Connect Instagram button
- Sign in with Facebook
- Select your Instagram account
- Grant the required permissions
2. Required Permissions
You need to grant the following permissions:
- Read and send messages
- Access profile information
- Read comments
- Mention notifications
Supported Features
Message Types
| Type | Support |
|---|---|
| Text | Yes |
| Image | Yes |
| Video | Yes |
| Story replies | Yes |
| Reel replies | Yes |
| Story mentions | Yes |
Reactions
- You can add emoji reactions to messages
- You can view reactions
Quick Replies
Create shortcuts for frequently used replies.
Story Interactions
Story Replies
When customers reply to your story:
- Appears in your inbox
- You can see which story was replied to
- Continues as a normal conversation
Story Mentions
When someone tags you in their story:
- You receive a notification
- Story content is displayed
- You can send a thank you message
Comment Integration
You can also manage Instagram comments:
- Enable the Comments tab
- View comments on posts
- Reply to comments
- Filter spam comments
Automatic Replies
Welcome Message
For first-time contacts:
Hello! Thank you for reaching out to us on Instagram.
How can I help you?AI Agent
The AI Agent also works with Instagram messages:
- Answers questions
- Provides information
- Transfers to a human when needed
Messaging Rules
Important rules for Instagram DMs:
- You can only message people who have messaged you within the last 7 days
- To start a new conversation, the user must message you first
- Marketing messages are limited
Metrics
Measure your Instagram performance:
- Incoming message count
- Average response time
- Comment count
- Follower conversions
Troubleshooting
Connection Lost
- Check the Facebook session
- Re-grant permissions
- Reconnect
Messages Not Arriving
- Make sure the Instagram account is a Business account
- Check webhook settings
- Check message permissions in the Instagram app
Cannot Send Reply
- Make sure the user has not blocked you
- Check the 7-day rule
- Make sure the message content is appropriate
Best Practices
- Respond quickly: Customer expectations are high
- Use visuals: Instagram is a visual platform
- Short messages: Avoid long texts
- Use emoji: Match the platform's language
- Monitor stories: Respond quickly to mentions