Connect your existing Instagram Business accounts with Freshchat and start engaging with your customers. Supported by the Freshworks Neo platform’s Messaging API, this integration will enable you to send and receive Instagram direct messages from within Freshchat. You can respond to story replies, direct messages, and comments and also deploy bots to support your customers effectively.

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.

Capabilities offered:

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.


  • Prerequisites 
  • Connecting your Instagram page to Freshcahat
  • Handling Instagram DMs, comments & story mentions in Freshchat
  • Assigning agents to Instagram conversations
  • Deploying bots on Instagram


  • An active Instagram Business account with a Facebook page connected to it. 
  • An active paid subscription with Freshchat. 
  • You must be the administrator. 
  • To manage messages over the API, you need to enable message control using the steps below.
  • Enable Message Control Connected Tools Settings

Connecting your Instagram page to Freshcahat

You can connect your Instagram Business account with Freshchat in a few simple steps!  

  • Go to Admin → Channels → Instagram DM

  • Click on ‘Add Account’

  • You will get redirected to the ‘Log in to Facebook’ page. Sign in to your Instagram Business account

  • You should get directed to an authorization page once you sign in. Click on ‘Continue’ to authorize (Freshchat) Freshworks to access your Instagram DM.

  • On the next screen, you can select the Instagram Business accounts you want to connect to your Freshchat account - you can select up to 50 accounts. (Please note the Instagram Business account must have a Facebook page connected to it) 

  • You may choose which Business Pages (linked to the Instagram Business account) you’d like to connect with your Freshchat account. 

  • Configure permissions to enable the integration. 

  • And you are all set to now start supporting your customers through Instagram DM from Freshchat!

You can connect up to 50 Instagram Business accounts and choose to remove the account from within your Freshchat instance at any point in time.

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. 

Assigning Instagram conversations to your Agent Groups:

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 emojis & 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!

Deploying bots on Instagram: 

When you are creating the bot, you can select Instagram in the first step right after naming the bot. 

From the dropdown, you can select Instagram 

To know more, read this article. 

Message type supported: <>