Channels
Connect an Instagram professional account to an agent.
Before you start
Add an Instagram credential once under Organization settings → Channels: an alias, your IG account ID, an access token, an optional handle, a verify token, and the login type (Instagram Login, or Facebook Login for a Facebook-page-linked account — pick whichever matches how the account was set up in Meta). See Channel credentials.
Your account needs to be an Instagram professional account with messaging enabled — a personal account won't work.
Connecting
On the agent's Channels tab, add an Instagram channel and pick the credential. You'll get a callback URL and verify token to enter into Meta's app configuration, the same pattern as WhatsApp.
If you recreate the channel
Deleting and re-adding the channel mints a new callback URL — you'll need to update Meta's webhook configuration for the account to match, or the integration will silently stop receiving messages.
What's supported today
Replying to direct messages is supported. Story replies, comment-to-DM automation, and proactive outreach DMs (the agent messaging a customer first) aren't available yet.