Freshchat by Freshworks now integrates with Instagram DM. This integration, supported by the Freshworks Neo platform’s Messaging API, will enable your business to connect up to 50 Instagram Business accounts and support customers in real-time. 

Connect your Instagram account with Freshchat in a few simple steps (refer to this article). Once you have set up your account you can use the ‘topic’ assigned to each Instagram Business account and automatically route tickets to agent groups or bots. 

Using this integration, your support agents can  

  • Get notified about customer comments on your post, story replies & story mentions, and direct messages within Freshchat. They can support with context and reply to comments, story replies, and direct messages.
  • Attach images, videos & audio notes (as file attachments).
  • Emote with emoji & message reactions (coming soon) in replies.  
  • Send private notes to a team member or add canned responses.
  • Deploy bots to automatically handle common & repetitive queries - at any time of the day.

Get notified about direct messages and comments on your post

Get notified about story replies and story mentions

Add a private note or reply with a canned response

Attach images, send emojis, use message reactions (coming soon), and more!


Messaging formats

Send text, emoji, images, audio & video attachments. 

NotificationsGet notified when interactions happen - including when a customer sends a direct message, mentions your business in their story, replies to a story, or comments on your post.
ConversationsRetrieve conversation history from your Instagram inbox in Freshchat.
User ProfileGet access to relevant customer information and reply with context.
Private NotesSend private notes to colleagues to collaborate on tickets.
Canned responsesStart with “/” to choose a pre-defined response. Canned responses can include text, images, emojis, and more. linksRedirect users to a conversation on Instagram using Meta’s shortened URL service.

Business benefits of the Freshchat - Instagram DM integration: 

  • Enjoy a hassle-free setup experience with no additional app downloads or integrations
  • Be available for your customers on their channel of choice and provide conversational support experiences. 
  • Improve productivity by empowering your agents to reply with context.
  • Deploy bots and automate replies to support round the clock.

We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.

We assure you that this change will not impact your product experience, and no action is required on your part.