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You need a professional Instagram account (business or creator) and a Facebook account to create a Meta app of your company’s. It’s done once and takes about 15 minutes.
1

Start in the console

In Channels, tap Connect Instagram, give it a name and tap Continue. The console shows the steps and two values to copy: the Callback URL and the Verify token.
2

Create the app on Meta

At developers.facebook.com, with your Facebook account:
  1. My apps → Create app. Pick the use case «Manage messaging and content on Instagram» and don’t connect a business portfolio.
  2. In the use case, «API setup with Instagram login»: add the messaging and comments permissions.
  3. «Add account» and sign in with the business’s Instagram account. If it asks you to accept a tester invite: in Instagram, Settings → Apps and websites.
  4. In «Configure webhooks», paste the URL and token the console gave you and tap «Verify and save».
  5. In App settings → Basic, set your privacy policy’s URL, then Publish → Publish.
3

Paste the secret and the token

Copy the Instagram app secret («Show», above the steps) and the token from «Generate token». In the console, paste them into Instagram app secret and The account’s access token.
4

Choose where comments go

  • In this channel: direct messages and comments are handled by the same agent and team.
  • In another channel: comments go to a separate channel, with its own agent and team. Whoever comments and writes privately is still the same contact.
Tap Connect. The console confirms the account now receives messages.

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The rules on Instagram

Instagram limits when you can write to someone, and the console shows it above the reply box:
  • Direct messages: you can write to them up to 24 h after their last direct message.
  • Comments: they’re answered privately, once per comment.
After that, you can’t reply until the person writes again. The agent follows these rules on its own.

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If the token stops working

If the channel shows Disconnected, tap Enter a new token and paste a new one from «Generate token». If it’s at Needs connecting because you didn’t finish the steps, tap Finish connecting. A token from another Instagram account won’t do: to connect that one, create another channel.