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Overview

This guide shows you how to connect Instagram Messenger with DialogShift so your chatbot can automatically respond to Instagram direct messages.

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Prerequisites

Instagram chatbots only work with specific settings and connections:
A professional Instagram business account is mandatory. Personal Instagram accounts are not supported.

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What you need:

  • An Instagram Business account (not a personal account)
  • A Facebook page linked to the Instagram account
  • Admin rights on both Instagram and the Facebook page

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Step 1: Set up Instagram Business Account

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Check Account Type

1

Check current account type

  1. Open Instagram on your smartphone
  2. Go to “Settings”
  3. Look for the “Business” section
If you see the “Business” section in settings, you already have a business account.
2

Switch to Business Account

  1. Go to “Settings” >> “Account”
  2. Tap “Switch to professional account”
  3. Choose an appropriate category for your business
  4. Select “Business”
  5. Complete your profile with business information

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Why a Business Account?

Meta (the parent company of Instagram and Facebook) uses the same messenger infrastructure for both platforms. To integrate chatbots in Instagram, business accounts with extended API access are required.

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Step 2: Connect Instagram to Facebook Page

This is a mandatory requirement from Meta. Each Instagram account must be assigned to exactly one Facebook page (1-to-1 connection).

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Create Connection

1

Prepare Facebook Page

Make sure you have a Facebook page for your hotel and possess admin rights.
2

Link Instagram

  1. Go to your Facebook page
  2. Navigate to page settings
  3. Select “Instagram” in the menu
  4. Click “Connect Account”
  5. Log in with your Instagram business account
  6. Confirm the connection
Detailed instructions can be found in the official Facebook guide.

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Step 3: Enable Message Access

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Instagram Message Settings

1

Allow message access

  1. Open Instagram
  2. Go to “Settings”
  3. Select “Privacy”
  4. Select “Messages”
  5. Enable “Allow access to messages”
This setting allows external apps like DialogShift to access and respond to Instagram messages.

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Step 4: DialogShift Integration

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Set up Integration

1

Open DialogShift App

Go to “Settings” >> “Integrations” in the DialogShift Live Chat app.
2

Facebook/Instagram Login

  1. Click “Login” or “Renew Login”
  2. Log in with your Facebook account (that has admin rights)
  3. Select both the Facebook page and the Instagram account
  4. Enable all requested permissions
3

Save Integration

  1. Back in DialogShift, select the Facebook page
  2. Select the linked Instagram account
  3. Click “Save”

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Advanced Configuration

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Instagram-Specific Settings

  • Fully Automatic: Chatbot answers all messages
  • Hybrid: Combination of chatbot and live chat
  • Live Chat Only: All messages go directly to human agents

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Troubleshooting

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Common Issues

Possible causes:
  • Not a business account (personal accounts are not supported)
  • Missing admin rights on the Facebook page
  • Instagram account already linked to another Facebook page
Solution: Check account type and permissions, disconnect previous connections if necessary.
Check the following points:
  • Message access enabled in Instagram settings
  • DialogShift integration properly set up
  • Chatbot enabled for Instagram channel
Tip: Test with a direct message from another Instagram account.
Solutions:
  • Clear browser cache and cookies
  • Use a different browser
  • Renew Facebook login in separate tab
  • Disable VPN if active

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Instagram Specifics

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What works differently than other channels:

Instagram has special restrictions compared to other messaging channels.
  • Story Features: Limited chatbot support for story interactions
  • Media Handling: More complex processing of images and videos
  • User Initiation: Chatbots can only respond to user-initiated conversations

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Support and Further Help

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Documentation and Guides

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DialogShift Support

For issues with the Facebook-Instagram connection, contact Facebook Business Support directly, as this is outside DialogShift’s control.