Connecting Instagram turns your Instagram Business account into a source in Auto-Respond. Direct messages sent to your account are picked up automatically, answered according to your Messaging Settings, and shown on your Leads page with the full conversation.
Instagram is a two-way messaging source — both inbound DMs and outbound replies go through Auto-Respond.
Business or Creator account required. Instagram only lets third-party tools manage DMs on Business or Creator accounts that are linked to a Facebook Page. If your account is still Personal, convert it in the Instagram app first.
What gets captured from Instagram
Every Instagram DM conversation brings over:
- Customer name (their Instagram handle / display name)
- The full DM thread
- Phone number and email — only when the customer shares them during the conversation (Instagram itself does not provide contact info)
- Any text the customer sent
Connecting an Instagram source
Open Sources
In Auto-Respond, go to Sources and click Add Instagram.
Sign in through Facebook and authorize
Because Instagram Business accounts are managed through Facebook, you’ll be redirected to Facebook. Sign in with the account that manages the Facebook Page your Instagram account is linked to, and grant Auto-Respond permission to read and send Instagram DMs. Your password is never shared with Auto-Respond — only a secure access token is returned after you approve.
Pick which Instagram account to activate
After authorizing, you’ll see the Instagram Business account(s) linked to your Facebook Pages. Activate the one(s) you want Auto-Respond to handle. Each activated account becomes its own source with its own Messaging Settings, Integrations, and billing line.
Review activation
The Sources page now shows your Instagram source as a card with a green Active status, the Instagram handle, and a link to Messaging Settings.
What’s different about this source
- Business or Creator account required. Personal Instagram accounts can’t be connected.
- Linked to a Facebook Page. Instagram Business accounts must be linked to a Facebook Page before Instagram allows third-party tools to manage DMs. If authorization doesn’t show your account, link it in the Instagram app (Settings → Account → Linked Accounts) first.
- Contact info is collected in conversation. Instagram doesn’t give out phone numbers or emails. The AI assistant (or your predefined messages) needs to ask the customer for them.
- Customer name is the Instagram handle. Unlike Yelp or Thumbtack, you don’t get a real name up front — just the handle.
Messaging Settings for this source
An Instagram source supports the full set of Messaging Settings:
- Conversation Setup — AI assistant or predefined messages
- Follow-ups — nurturing sequences
- Timing — business hours and delays
- Integrations — CRM and team notifications
- Contact Info — what happens when the customer shares a phone number or email
See Messaging Settings for details on each tab.
Pricing
Each connected Instagram account is a separate source billed at $49/month per connected source or location. Facebook Messenger is a separate billable source even when both accounts are authorized through the same Meta connection. See the Pricing page for the full pricing table.
Troubleshooting
- Authorization failed — Make sure you’re signed into the Facebook account that manages the Page your Instagram is linked to. Try again if you skipped any permission prompt.
- Instagram account isn’t listed — Confirm your Instagram account is set to Business or Creator and is linked to a Facebook Page. Then disconnect and reconnect.
- DMs aren’t arriving — Confirm the source is Active, check that the Facebook/Instagram authorization is still valid, and re-authenticate if needed. Instagram expires tokens periodically.
- Replies aren’t being sent — Check your Messaging Settings. Instagram also enforces its own rules about replying outside a 24-hour window after the customer’s last message.
- Billing warning on the card — Open Billing and resolve the payment issue. The source won’t receive new DMs until billing is current.
Questions about connecting Instagram? Email support@auto-respond.com.