# "How to Connect Instagram to On-Chat"

> "On-Chat integrates with Instagram so your team can receive and respond to Instagram DMs and comments from a unified shared inbox with automation."

URL: https://on-chat.live/guides/how-to-connect-instagram-to-on-chat/
Last updated: 2026-11-14

## Introduction
Instagram is one of the world's largest social media platforms with over 2 billion active users. Businesses use Instagram to engage customers through Direct Messages (DMs) and post comments. Connecting Instagram to On-Chat allows your support team to manage all Instagram conversations in a centralized inbox.

**SEO Keywords:** Instagram DM integration, Instagram business messaging, connect Instagram to helpdesk, Instagram customer support, Instagram shared inbox, Instagram live chat

## Prerequisites
- An Instagram Business or Creator account
- A Facebook Page linked to your Instagram account
- On-Chat account with admin access
- Facebook Developer App with Instagram Graph API enabled
- Instagram account must have messaging enabled in settings

## Step 1: Enable Instagram Messaging
In your Instagram Business account settings, go to **Privacy** → **Messages** and ensure that **Connected Tools** messaging is enabled. Also enable **Allow Access to Messages** so third-party tools like On-Chat can read and reply to your DMs.

## Step 2: Link Instagram to a Facebook Page
In Facebook Business Manager, navigate to **Business Settings** → **Accounts** → **Instagram Accounts** and connect your Instagram Business account to your Facebook Page. This link is required for the Instagram Graph API to function.

## Step 3: Create a Facebook App
Go to developers.facebook.com and create a new app. Select **Business** as the app type. Add the **Instagram Graph API** and **Webhooks** products to your app. Note your App ID and App Secret — you'll need these in On-Chat.

## Step 4: Configure Instagram Channel in On-Chat
In your On-Chat dashboard, go to **Settings** → **Inboxes** → **New Inbox** and select **Instagram**. Enter your Facebook App ID and App Secret. Click **Connect with Facebook** and authorize On-Chat to access your Instagram Business account and Facebook Page.

## Step 5: Set Up Webhooks
In your Facebook App settings, navigate to **Webhooks** and subscribe to `messages`, `messaging_postbacks`, and `messaging_optins` events for Instagram. Enter your On-Chat webhook URL (provided during setup) as the callback URL and verify with the token shown.

## Step 6: Assign Agents to Your Instagram Inbox
In On-Chat, go to **Settings** → **Inboxes** → select your Instagram inbox → **Collaborators**. Assign the agents responsible for handling Instagram DMs and comments. Configure automation rules to route messages based on keywords or time of day.

## Step 7: Test the Integration
Send a Direct Message to your Instagram Business account from a test account. The message should appear in your On-Chat inbox within seconds. Reply from On-Chat and confirm the response is delivered back to Instagram. Test comment replies from your page as well.

## Best Practices
- Respond to Instagram DMs within 1 hour to maintain your page's response rate badge
- Use On-Chat canned responses for frequently asked Instagram questions
- Set up auto-reply for after-hours Instagram messages to set expectations
- Tag Instagram conversations with labels like 'instagram-dm' for easy filtering and reporting

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.