Connecting Instagram

Before you start

• Your Instagram account must be a Business or Creator account. You can switch in the Instagram app under Settings → Account type and tools.
• It must be linked to a Facebook Page that you manage.
• You need a Meta app with Instagram messaging added, and the right to manage that Page.
• Konnie only replies to people who message you first.

1. Let connected tools see your messages

In the Instagram app go to Settings → Messages and story replies → Message controls → Connected tools and turn on Allow access to messages. Without this, Instagram does not pass your messages to any tool.

2. Get your details from Meta

1. At developers.facebook.com, open your app and add Instagram messaging.
2. Generate a Page access token for the Facebook Page linked to your Instagram account.
3. Copy your Page ID and your Instagram account ID. The Instagram ID is on the app's Instagram → API setup page.
4. Copy your App Secret from App settings → Basic in the same app. Konnectivo uses it only to confirm each incoming message really came from Meta.

3. Connect it in Konnectivo

1. Go to Channels → Meta connections and open the Instagram tab.
2. Paste the Page ID, Instagram account ID, Page access token and Meta App Secret.
3. Press Save & verify. Konnectivo checks them with Meta. The token is stored encrypted and is not shown again.

4. Connect the webhook

After saving, the screen shows a Callback URL and a Verify token. In your Meta app open Webhooks, choose Instagram, paste both, save, and subscribe to messages. This is how Meta delivers new messages to Konnie.

Confirm it worked

From a different Instagram account, send a direct message to your business account. Konnie should reply within seconds, and the chat appears in Inbox. Press Take over to reply yourself.

Good to know

• Konnie answers text messages. Images and other attachments are not answered automatically.
• Instagram does not share a customer's phone number, so Konnie will ask for it when someone wants to book.
• Instagram allows replies within 24 hours of the customer's message, and Konnie replies right away.
• Konnie answers only from your knowledge base and catalog.

If something goes wrong

• Verification fails. The token is for the wrong Page, or has expired. Generate a fresh Page token for the Page linked to your Instagram account.
• Connected, but no replies. Check Allow access to messages is on, and that the Instagram webhook is subscribed to messages.
• Can't find the Instagram account ID. Your Instagram must be a Business or Creator account linked to the Page.

Still stuck? Email support@konnectivo.com.