How to Integrate Instagram with ProProfs Chat

Integrating your Instagram Business account with ProProfs Chat manages all your Instagram DMs in one centralized location. This integration enables faster responses, effortless tracking, and efficient conversation management. With automated replies and seamless team collaboration, you can streamline support and ensure messages are routed to the right agents.

Additionally, customer insights enable data-driven response strategies, boosting engagement, service quality, and conversion rate—all without switching platforms.

Benefits of Integrating Your Instagram Account with ProProfs Chat:

• Instant Customer Engagement – Responds to real-time customer inquiries from Instagram DMs, improving response speed and satisfaction.
   

• Enhanced Customer Experience – Personalize interactions with saved responses and AI-powered recommendations for more effective support.
   
• Optimized Team Collaboration: Seamlessly assign, track, and manage Instagram inquiries within ProProfs Chat, improving internal efficiency and response management.

Use Case: A tech company receives numerous Instagram DMs from users asking about product features, pricing, and technical support. By integrating Instagram with ProProfs Chat, all inquiries are routed to the support team’s dashboard, enabling instant responses, efficient issue tracking, and seamless customer interactions. This streamlined communication enhances user satisfaction, improves support efficiency, and increases conversions.

What you'll need:

• You will need an Instagram Business account.

• The Instagram Business account must be linked to a Facebook Page, where you have Admin or Moderator access. See how to link them.

• Allow access to messages for connected tools in your Instagram account settings.

• Log in to the Facebook account associated with your linked Facebook Page and Instagram Business account for integration.

How to Integrate ProProfs Chat with Your Instagram Account

• Step 1: Access Settings
  
  In your dashboard, navigate to the Settings section from the navigation bar. Click on the Channels icon in the left menu, then choose Instagram from the dropdown list.

• Step 2: Enable Instagram
  
  Toggle the switch to enable the integration, then click Continue to Instagram to proceed.

• Step 3: Log in to Instagram 
  
  Enter your Instagram Business account credentials (email and password), then click Log in to complete the integration.
   

Once verified, your Instagram page will appear in the list with the status marked as Active.
 

Your Instagram Business account is now successfully integrated with ProProfs Chat.

Frequently Asked Questions

1. What should I do if my Instagram integration is not working?

• If you experience issues with Instagram integration, try the following troubleshooting steps:
  • Verify account permissions in Facebook and Instagram settings.
  • Ensure Instagram messaging access is enabled in your Instagram Business account.
  • Reconnect the integration by disabling and re-enabling it in ProProfs Chat.
  • Check for API restrictions imposed by Instagram.
  • Contact ProProfs support for further assistance.

2. What permissions do I need to grant for Instagram integration?

• When integrating Instagram with ProProfs Chat, you must grant the following permissions:
  • Access to Instagram messages to read and reply to DMs.
  • Manage pages to connect to the linked Facebook Page.
  • Business account access to retrieve relevant data and messages.

Without these permissions, the integration would not function properly.

3. Is there a way to filter or prioritize Instagram messages in ProProfs Chat?

• Yes, ProProfs Chat allows you to:
  • Filter messages based on keywords, tags, or assigned agents.
  • Prioritize urgent messages using automation rules or manual assignments.
  • Use labels or categories to organize Instagram conversations.

This ensures that high-priority queries receive immediate attention.

4. How do I ensure Instagram DMs are routed to the correct agents in ProProfs Chat?

• You can configure message routing within ProProfs Chat by:
  • Setting up agent assignments based on expertise.
  • Using automation rules to assign messages to specific departments or individuals.
  • Creating predefined responses to streamline replies.

These options help ensure the efficient handling of Instagram DMs.

5. Is Instagram chat data stored securely in ProProfs Chat?

Yes, all chat data is stored securely using encrypted protocols. ProProfs Chat follows industry-standard security measures to protect customer conversations and prevent unauthorized access.

6. I linked my Instagram account, but messages are not appearing in ProProfs Chat. What should I do?

• This issue could arise if:
  • The integration wasn’t fully completed.
  • DM access for third-party tools is disabled in Instagram settings.
  • There’s a delay in syncing messages due to Instagram’s API limitations.

Solution: Refresh the integration and check Instagram and ProProfs Chat settings.

7. Why did my integration stop working suddenly?

• Common reasons:
  • Your Instagram password changed, breaking the connection.
  • Your Facebook Page settings were modified, revoking ProProfs Chat access.
  • Instagram’s API temporarily restricted access due to policy updates.

Solution: Reauthenticate your Instagram account and ensure ProProfs Chat has the necessary permissions.

8. Why can’t I reply to certain Instagram messages through ProProfs Chat?

• Instagram has restrictions on message replies, such as:
  • You cannot reply to Instagram Story mentions directly.
  • Some messages from new users may require manual approval on Instagram.

Solution: Check the Instagram app for pending message approvals.

9. Why is my auto-reply not working for Instagram messages?

• Common reasons:
  • Automation rules are not set up correctly in ProProfs Chat.
  • Instagram may restrict automated responses under certain conditions, such as Exceeding Messaging Limits, Restricted Message Types, or Story Replies & Mentions.

Solution: Double-check automation settings and ensure replies comply with Instagram’s guidelines.

10. Why is my Instagram integration stuck at the login step?

• Customers may face authentication issues due to the following:
  • Incorrect Instagram credentials were entered during setup.
  • Two-factor authentication (2FA) is enabled without completing the additional verification step.
  • Browser cache or session issues preventing successful login.

Solution: Double-check credentials, disable browser extensions, or try logging in through an incognito window.

11. Why am I getting a "Permission Denied" error while linking to my Instagram account?

• This could happen if:
  • The Facebook Page linked to Instagram is not managed by the logged-in user.
  • The user does not have Admin or Moderator access.

Solution: Ensure you're logged into the correct Facebook account and have the necessary permissions.

12. Can I integrate Instagram with ProProfs Chat if my account is private?

No, only Instagram Business accounts can be integrated. If your account is private, you must switch to a Business account first.

13. Why are some Instagram DMs missing in ProProfs Chat?

• Common causes:
  • Instagram’s API limits certain message types from being pulled onto external platforms, such as Disappearing Messages (Vanishing Mode) or Spam Messages. .
  • The message was sent from a new user and needs approval in Instagram’s inbox.

Solution: Check Instagram’s app for pending messages and ensure ProProfs Chat has proper sync permissions.

14. Can I send voice messages via ProProfs Chat for Instagram DMs?

No, Instagram’s API currently does not support voice message replies from external platforms.

Solution: Agents must reply manually from the Instagram app for voice interactions.

15. Why are Instagram messages not being assigned to agents automatically?

• Possible causes:
  • Routing rules were not set up for Instagram DMs.
  • No agents are available or online to receive messages.

Solution: Configure agent routing in ProProfs Chat settings and ensure agents are active.

Please contact our support team if you encounter any issues or questions.