Relays comments on your Instagram posts and Instagram direct messages into Intercom, and posts your replies back.
Before you start
You need an Instagram professional account (business or creator). Personal accounts cannot be connected. Sign-in is with Instagram itself, not Facebook, and asks for access to the account, its comments and its messages.
Connect
- On the Channels page choose Add Channel, then Instagram.
- Sign in to Instagram and approve the requested access.
- The Set up Instagram panel opens. Choose Confirm.
One property is created for the Instagram account, named after its handle.
What is relayed into Intercom
Instagram pushes events to OmniSaaSy as they happen.
- Comments on your posts, when Relay posts that mention account is on. Your own comments are not relayed.
- Direct messages, when Relay all private messages to account is on.
- Images are relayed with the message. Videos and animated GIFs cannot be relayed; the conversation gets a note asking you to request them another way.
Each comment conversation carries the note Only your first response will be relayed for this message.
Replying
- Comment replies are posted once. A second reply is refused with a note; to change it, delete the original and send again.
- Long replies are split into chunks of 1,000 characters at a word boundary.
- Redacting your reply in Intercom deletes the comment on Instagram.
Settings
Enable Relay, Allow responses from Fin AI, Relay bot/workflow responses, Relay posts that mention account and Relay all private messages to account. See Configuring channels.
Connection notes
Instagram access is refreshed automatically. If the tile shows Connection expired, open it and choose Re-authenticate.