Learn how to connect your Instagram Direct channel to Frontline so you can handle Instagram messages directly from your dashboard — with your AI Agents.
Availability
This integration is available on Premium, Scale, and Enterprise plans. It’s not available on Free or Starter.
⚠️ Before you start
To connect Instagram to Frontline, make sure you have:
An Instagram Professional Account (Business or Creator).
Access to the Meta (Facebook) account that manages that Instagram account.
Messaging permissions enabled: go to Instagram → Settings → Privacy → Messages, and make sure DMs are allowed from anyone.
(Optional) A Facebook Page linked to your Instagram account if you use advanced commerce or ads features — not required for basic messaging.
Tip: Have your business info ready (legal name, website, and support email) to complete your profile.
🚀 Step-by-step setup
1) Access the Integration Section
Navigate to the Integrations section in your Frontline dashboard and locate the WhatsApp integration option.
2) Connect your Instagram account
Click Connect Account.
A Meta window will open. Log in with your Facebook profile that manages your Instagram Professional Account.
Select the Instagram account you want to connect and grant all requested permissions for messaging.
Confirm to finish.
3) Assign an AI Agent
Return to the Instagram Integration screen in Frontline.
From the dropdown, select the AI Agent you want to connect to that Instagram account. (One agent per account.)
✅ Best practices and limits
24-hour window: You can reply within 24 hours from the last user message to keep the conversation active.
Supported message types: Currently, only Direct Messages (DMs) are supported. Replies to comments or mentions are not yet available.
High-volume handling: If you expect a high message volume, set up Intents and Flows in your AI Agent for faster responses.
Access control: Limit who can disconnect or edit the integration by assigning roles in Frontline.
Managing your integration
From the Instagram Integration panel, you can:
View the connection status.
Identify the owner (who connected the account).
See the connection date.
Edit the visible profile info on your AI Agent (description, support URL, etc.).
Disconnect the integration when needed.
Note: The display name and other Instagram profile settings must be managed from the Instagram app or Meta Account Center.
Troubleshooting
Can’t see the account when connecting: Make sure it’s a Professional (Business/Creator) account and that you’re logged in with the correct Facebook profile.
Missing permissions: Reconnect and select All permissions when prompted.
Messages not received: Check Instagram → Privacy → Messages to ensure you can receive DMs from anyone and no limits are active.
Authentication error: Disconnect and reconnect. Check if your Facebook/Instagram session needs re-verification.
FAQs
Do I need a Facebook Page? Not for basic messaging. It’s recommended if you use catalogs, ads, or advanced features.
Which message types are supported? Currently only one-on-one DMs. Replies to stories, comments, or mentions are not yet supported.
Can I connect multiple Instagram accounts? Yes. Connect each one separately and assign an AI Agent to each.
Still have questions?
Reach out through the Help button or contact your CSM for hands-on guidance.