How do I create an Instagram Messenger channel?

Create an Instagram Messenger channel to connect an Instagram Business or Creator account to Whippy so your team can manage Instagram direct messages from the shared inbox.

Before you start

• Confirm you have permission to manage channels.

• Confirm the Instagram account is a Business or Creator account.

• Confirm the Instagram account is linked to a Facebook Page.

• Log in with a Meta account that has admin access to the linked Facebook Page and Instagram account.

• Have the business address ready so the Google Place ID can be populated.

Steps

1. Go to Organization Settings > Channels.

2. Click Add channel.

3. Enter the channel name, emoji, description, business address, and Google Place ID.

4. Click Next.

5. Select Instagram as the channel type.

6. Click Next.

7. Authenticate with Meta when prompted.

8. Grant Whippy the requested permissions for Instagram and Facebook assets.

9. Select the Instagram account you want to connect.

10. Review the channel summary.

11. Click Complete to create the Instagram Messenger channel.

12. Finish any required Meta Business setup if prompted.

Tips

• Personal Instagram accounts cannot be connected.

• Use a clear channel name so teams can identify and route messages.

• Create separate channels for separate Instagram accounts.

• After creation, configure business hours, auto responses, users, and routing logic.

Troubleshooting

• If the Instagram account does not appear, confirm it is linked to a Facebook Page and the Meta user is an admin.

• If Meta authentication fails, reconnect and allow all requested permissions.

• If Step 1 cannot continue, complete the business address and Google Place ID.

• If the channel does not receive messages, confirm Instagram message access and the Whippy integration are active in Meta Business Settings.

• If the wrong Instagram account is connected, edit the channel and reconnect the correct account through Configuration.