Install from the Shopify App StoreOverview
Instagram is where product questions arrive at all hours: under posts, in DMs, and through story mentions. The integration connects a professional account and lets the agent answer with the same approved knowledge it uses everywhere else.
Comment handling is deliberate rather than spammy. Replies to comments are quota-guarded, so the agent engages without flooding your posts. Story mentions get acknowledged, and every DM conversation lands in the shared inbox where your team can take over at any point.
Connection upkeep is automatic: access tokens refresh on their own, so the channel does not silently die after a few weeks the way manual integrations tend to.
How it works
- 1
Connect your professional account
Link a Business or Creator Instagram account through the Meta-connected setup in the dashboard.
- 2
The agent answers DMs
Direct messages are answered from your approved knowledge, with product recommendations and order lookups included.
- 3
Comments and mentions are handled
The agent replies to comments within quota limits and reacts to story mentions.
- 4
Your team stays in control
Every conversation is in the shared inbox, where handoff, assignment, and voice replies work like on any other channel.
Key facts
- Answers DMs from your approved knowledge, around the clock.
- Replies to post comments, with quota guards against over-posting.
- Reacts to story mentions from customers.
- Access tokens refresh automatically to keep the connection alive.
- Requires a professional (Business or Creator) account connected to Meta.
- Conversations land in the same shared inbox as every other channel.
Frequently asked questions
Does this work with a personal Instagram account?
No. Meta requires a professional account, either Business or Creator, for API access to DMs and comments.
Will the agent reply to every single comment?
No. Comment replies are quota-guarded so the agent engages meaningfully without flooding your posts.
Can a person take over an Instagram conversation?
Yes. Instagram DMs appear in the shared inbox, where handoff, claiming, and even recorded voice replies work as on other channels.
Do I have to reconnect the account regularly?
No. Tokens refresh automatically. If the account is disconnected on the Meta side, the dashboard shows the connection state so you can reconnect.
