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How to connect Instagram DMs to AskVault

Last updated: · 4 min read

Not available yet. Early access Instagram DMs are being prepared and are rolling out after Meta completes its review. They are not switched on for any account today, and the Deploy page shows Instagram as Coming soon. This page describes how it will work so you can get ready.

Before you start

  • An Instagram professional account, linked to a Facebook Page you administer. Instagram connects through the Page, so an account that is not linked to a Page cannot be connected.
  • "Allow access to messages" turned on in the Instagram app (steps below).
  • The Growth plan or above. Growth+
  • Content in your agent. Add a knowledge source under Knowledge first, so the agent has something to answer from.

Turn on message access in Instagram

  1. In the Instagram app, go to Settings > Messages and story replies > Message controls > Connected tools.
  2. Turn on Allow access to messages.

If you skip this, Instagram does not pass your DMs to AskVault and the agent will not see them.

Connect your account

Four steps.

  1. Open the AskVault dashboard and go to Channels > Instagram.
  2. Click Connect with Facebook.
  3. In the Facebook window, sign in, review the permissions, and choose the Facebook Page that your Instagram account is linked to.
  4. Pick the Instagram account when AskVault lists it, and confirm.

Test it by sending a DM to your Instagram account from a different account: the agent replies in the same thread.

Each workspace connects one Instagram account. An Instagram account can be connected to only one AskVault workspace.

How replies work

Within 24 hours of the customer's last message, the agent replies normally.

After 24 hours, Meta restricts who can reply. Help Desk replies after 24 hours depend on Meta's Human Agent approval for AskVault, and how long they remain possible on Instagram is confirmed during testing. Until that approval, a reply outside the 24-hour window is refused with a clear reason, and the customer has to message you again.

Text only

Instagram replies from AskVault are text. If a customer sends only an attachment, such as a photo, the agent replies with a short text-only notice instead of an answer. Forms and cards, such as product cards or lead forms, do not appear on Instagram.

Disconnect

Go to Channels > Instagram and disconnect the account. AskVault stops answering its messages straight away. You can also remove AskVault's access from your Facebook or Instagram settings.

Troubleshooting

"None of the Pages you picked has an Instagram professional account linked. In Instagram, link your account to your Facebook Page and turn on 'Allow access to messages', then try again." AskVault could not find an Instagram professional account on the Page you chose. In Instagram, switch to a professional account, link it to your Facebook Page, turn on Allow access to messages, then connect again.

"This Instagram account is already connected to another AskVault workspace. Disconnect it there first." An Instagram account can be connected to only one AskVault workspace. Disconnect it in the other workspace first, then connect it here.

The agent stopped replying. Meta can revoke AskVault's access, for example when the account that connected the Page loses admin rights. Open Channels > Instagram and reconnect.

A reply was refused. Without Meta's Human Agent approval, any reply sent more than 24 hours after the customer's last message is refused. Wait for the customer to write again.

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