Instagram Integration
Connect your Instagram Business account to automatically respond to Direct Messages with your AI chatbot.
Overview
The Instagram integration allows you to connect your Instagram Business or Creator account to your Blocktell chatbot. Once connected, your chatbot will automatically respond to Direct Messages (DMs) sent to your Instagram account.
Key Benefits
- Automate customer support on Instagram DMs
- 24/7 AI-powered responses to customer inquiries
- Seamless handover to human agents when needed
- Track conversations and analytics in your dashboard
- Respond to Story mentions and replies
Prerequisites
Before you begin, make sure you have the following:
- 1
Blocktell Account
A Blocktell account with at least one trained chatbot
- 2
Instagram Business or Creator Account
Personal Instagram accounts cannot use the Messaging API. You must have a Business or Creator account.
- 3
Connected Facebook Page
Your Instagram Business account must be connected to a Facebook Page. This is required by Meta's API.
- 4
Admin Access
You need admin access to both the Instagram account and the connected Facebook Page.
Setting Up an Instagram Business Account
If you don't already have an Instagram Business account, follow these steps to convert your personal account:
Open Instagram Settings
Go to your Instagram profile, tap the menu (three lines), and select "Settings and privacy".
Switch to Professional Account
Scroll down and tap "Account type and tools", then "Switch to professional account".
Choose Business
Select "Business" (recommended for customer service) or "Creator" account type.
Connect to Facebook Page
During setup, you'll be prompted to connect to a Facebook Page. Create a new one or select an existing page you manage.
Step 1: Access Integrations
Navigate to the Integrations page in your Blocktell dashboard to begin the connection process.
Open Integrations
In your Blocktell dashboard, click on "Integrations" in the sidebar navigation.
Open IntegrationsFind Instagram
Locate the Instagram card in the integrations list and click "Connect".
Select a Chatbot
Choose which chatbot you want to handle Instagram DMs before initiating the connection.
Step 2: Connect Your Instagram Account
Authorize Blocktell to access your Instagram account through Facebook's login system.
Important: Facebook Login Required
Instagram's API is accessed through Facebook. You'll need to log in with the Facebook account that manages your Facebook Page (which is connected to your Instagram Business account).
Click "Connect with Facebook"
This will open Facebook's authorization window in a new tab or popup.
Log in to Facebook
Enter your Facebook credentials. Make sure to use the Facebook account that manages the Page connected to your Instagram Business account.
Select Your Facebook Page
Facebook will show a list of Pages you manage. Select the Page that is connected to your Instagram Business account.
Select Your Instagram Account
If your Page has a linked Instagram account, you'll see it listed. Select it to grant Blocktell access.
Grant Permissions
Review and accept the required permissions. Blocktell needs:
- Access to manage Instagram messages
- Access to Instagram account information
- Access to connected Facebook Page
Step 3: Verify Connection
After authorization, verify that your Instagram account is properly connected.
View Connected Account
After authorization, you'll be redirected back to Blocktell. Your Instagram account should appear in the integration card with a "Connected" status.
Verify Chatbot Assignment
Confirm that the correct chatbot is linked to your Instagram account. You can change this later if needed.
You're all set!
Your Instagram account is now connected. Anyone who sends you a DM will receive AI-powered responses from your trained chatbot.
Testing Your Integration
After setting up the integration, test it to ensure everything is working correctly.
Use a Different Account
To test, you'll need to send a DM from a different Instagram account. You cannot DM yourself.
Send a Test DM
Open Instagram and send a Direct Message to your connected business account. Ask a question related to your chatbot's training data.
Wait for Response
You should receive an AI-generated response within a few seconds. The response will be based on your chatbot's training data.
Managing Your Integration
Changing Linked Chatbot
To link a different chatbot, go to the Integrations page and use the dropdown on your Instagram connection to select a new chatbot.
Reconnecting
If your connection stops working, try disconnecting and reconnecting. This refreshes your access token and resubscribes to webhooks.
Disconnecting
To disconnect Instagram, click the disconnect button on your connection card. This will stop the chatbot from responding to DMs but won't affect your Instagram account settings.
Troubleshooting
Chatbot not responding to DMs?
- -Verify your Instagram account is connected in the Integrations dashboard
- -Check that a chatbot is linked to your Instagram connection
- -Ensure your chatbot has training data and works in the playground
- -Try disconnecting and reconnecting to refresh the access token
Can't see my Instagram account during setup?
- -Confirm your Instagram account is a Business or Creator account
- -Verify your Instagram is connected to a Facebook Page
- -Make sure you're logging in with the correct Facebook account
- -Check that you have admin access to the Facebook Page
"Page does not have Instagram Business account" error?
- -Your Facebook Page must have an Instagram Business account linked
- -Go to your Instagram app → Settings → Account → Switch to Professional Account
- -During the switch, connect it to your Facebook Page
- -You can also link via Facebook Page settings → Instagram
Permission errors?
- -Ensure all required permissions were granted during authorization
- -Go to Facebook Settings → Business Integrations and verify Blocktell has the correct permissions
- -Disconnect and reconnect, making sure to accept all permissions
Slow response times?
- -AI responses typically take 2-5 seconds depending on complexity
- -Instagram may add additional latency compared to web widget responses
- -If responses are consistently slow, check your chatbot's training data size
Instagram-Specific Considerations
24-Hour Window
Instagram's API allows responding within 24 hours of a user's last message. After that, you may not be able to send a new message until they message you again.
Message Types
Currently, only text messages are supported. Image and video responses are not yet available through the Instagram API.
Quick Replies
Instagram supports up to 3 visible quick reply buttons. More may be added but will require scrolling.
Story Replies
When users reply to your Stories via DM, the chatbot will respond to those messages just like regular DMs.
Best Practices
Train Your Chatbot Well
Make sure your chatbot has comprehensive training data covering common customer questions and scenarios specific to Instagram users.
Set Clear Expectations
Consider mentioning in your Instagram bio that DMs are answered by an AI assistant, with human support available when needed.
Enable Live Chat Handover
Set up live chat handover so users can request human assistance when the AI cannot help.
Monitor Conversations
Regularly review conversation logs in your Blocktell dashboard to identify areas where your chatbot needs improvement.