Connect your Instagram account

This article explains how to connect your Instagram account to Docvivo. Once it's connected, direct messages sent to your account appear in the inbox under the Meta menu, right next to your WhatsApp and Messenger chats.

Before you start

• Your role needs the permission to add Meta channels.
• For messaging integrations, Meta requires the Instagram account to be a professional account (business or creator). You can switch a personal account to a professional one in the Instagram app's settings.
• Have the username and password of the Instagram account you're connecting at hand.

Step by step

1. Open Integrations from the left menu and click the Instagram card.
2. Click the Connect account button, then Connect in the window that opens.
3. In Instagram's window, sign in to your account and give Docvivo permission.
4. After the "Connection successful" message, the Meta Channel window opens. Choose the Data Source the account will use. If there's no suitable data source, create one with the "Create a Data Source named Instagram …" button.
5. Click Add.

The account appears in the Connected accounts list along with its follower count. Conversations opens only that account's conversations. From the Manage menu, you can set up the auto message, edit the account, refresh the connection with Reconnect, or delete the channel.

After you connect

• When someone new writes, the chat is assigned to a representative in the order set by the Meta Pipeline.
• A potential record is not created automatically for people who write on Instagram. The representative creates it with Create Potential on the customer card next to the chat. See Use the shared inbox.
• You can send an automatic greeting in reply to new people's first message: Send an automatic greeting to first messages.

Frequently asked questions

Can I connect more than one Instagram account?

Yes. You connect each account separately with the same steps. The total number of Meta channels you can connect depends on your package.

What happens if I delete the channel?

As the delete confirmation says, the chats, messages and other data linked to the channel are permanently deleted and can't be recovered. If you only want to refresh the connection, use Reconnect instead of deleting.

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