Instagram Integration
Step-by-step guide to connecting Instagram Direct Messages to PalySales.
Connect your Instagram Business account so your AI assistant can handle customer conversations via Instagram DMs. Customers can discover products, ask questions, and place orders without leaving the Instagram app.
Requirements
- An Instagram Professional Account (Business or Creator) — you can convert a personal account in Instagram settings
- A Facebook Page linked to your Instagram account
- A Meta Developer App with the Instagram product added
- A Business plan or higher on PalySales — Instagram is not available on Starter or Pro plans
What You'll Need from Meta
| Credential | What It Is | Where to Find It |
|---|---|---|
| Page ID | Your Facebook Page's numeric identifier | Facebook Page → About → scroll to the bottom |
| Instagram Account ID | Your Instagram Business Account ID | Instagram API settings in your Meta app |
| Access Token | A secret key for API access (needs instagram_basic and instagram_manage_messages permissions) | System Users → Generate Token in Meta Business Settings |
| App Secret | Used to verify incoming messages are really from Instagram | App Settings → Basic in your Meta app |
Setup Wizard
The setup process is the same guided wizard as WhatsApp. In the left sidebar, click Settings → Channels, then click the Instagram card.
Step 1: Introduction
What you'll see: A welcome screen with requirements and a checklist.
What to do: Review the requirements, then click Let's Get Started.
Step 2: Create or Configure Your Meta App
What you'll see: Instructions for adding Instagram to your Meta app.
What to do:
- In your Meta app dashboard, click Add Product
- Select Instagram and click Set Up
- Enable Instagram Messaging in the product settings
- Connect your Instagram Professional Account
Click Continue.
Step 3: Enter Your Credentials
What you'll see: A form with fields for Page ID, Instagram Account ID, and Access Token.
What to do:
- Enter your Page ID (the Facebook Page connected to your Instagram)
- Enter your Instagram Account ID
- For the Access Token: go to Meta Business Settings → System Users → generate a token with
instagram_basicandinstagram_manage_messagespermissions - Enter your App Secret from App Settings → Basic
Click Continue. PalySales validates your credentials and generates a unique verify token.
Step 4: Configure the Webhook
What you'll see: A Callback URL and Verify Token to copy.
What to do:
- In your Meta app, go to Instagram → Webhooks
- Add the Callback URL and Verify Token from PalySales
- Subscribe to the messages webhook field
Click Continue.
Step 5: Test the Connection
What you'll see: A Test Connection button.
What to do: Click it. PalySales calls Meta's API to verify:
- Your Page ID exists and is valid
- Your Access Token has the right permissions
- An Instagram Business Account is connected to the page
If the test passes, you'll see your page name displayed. Click Complete.
Step 6: Done
Your Instagram channel is now connected. Send a DM to your Instagram Business account to test it — the message should appear in your Inbox with an AI response.
How Instagram Messages Work
Instagram follows the same processing pipeline as WhatsApp:
- A customer sends you a DM on Instagram
- Meta delivers it to your webhook with a digital signature
- PalySales verifies the signature using your App Secret
- Your store is identified by the Page ID in the message
- The customer is matched or created
- The AI processes the message and sends a response
Profile Enrichment
When a new customer messages you on Instagram, PalySales automatically fetches their Instagram profile:
- Display name
- Username (their @handle)
- Profile picture
This information appears in the Inbox customer panel so you know who you're talking to.
Message Types
| Outgoing Type | Description | Limits |
|---|---|---|
| Text | Standard text responses | Standard Instagram API limits |
| Image | Product photos with optional caption | Standard Instagram API limits |
| Quick Replies | Buttons displayed below the message | Up to 13 buttons |
Cross-Channel Customer Matching
If the same customer messages you on both WhatsApp and Instagram, PalySales can match them using external identifiers. This gives you a unified view of the customer with their full order and conversation history across all channels.
Limitations
- Story replies are not currently processed
- Reels comments are not currently processed
- Instagram API rate limits apply (varies based on your account size and Meta's policies)
- Media messages have size limits set by Meta