How to connect Instagram DMs
Connect your Instagram Business account to receive and reply to DMs directly from Bugalou.
Overview
By connecting Instagram to Bugalou, all your Instagram Direct Messages appear in your team inbox. This makes it easy for your team to respond quickly without switching between apps.
Requirements
Before connecting, make sure you have:
- An Instagram Business Account (not a Personal account)
- A Facebook Page linked to your Instagram account
- A Meta Business Portfolio with verification
- Admin rights on the Facebook Page linked to your Instagram
- A Bugalou account on a paid plan
Step 1: Switch to a Business account (if needed)
If you're using a personal Instagram account, you first need to switch to a Business account:
- Open Instagram and go to Settings → Account
- Tap "Switch to Professional account"
- Choose Business
- Connect to your Facebook Page when prompted
Step 2: Open the Channel Catalog
In your Bugalou dashboard, click "Channels" in the left sidebar to open the Channel Catalog. Find the "Instagram" card (it has the "Popular" badge) and click the "Connect" button.
Step 3: Connect your Instagram account
On the Instagram DM Integration page, you'll see the requirements listed again. When ready, click the "Connect Instagram Account" button (it has a purple-to-pink gradient). A popup window will open where you:
- Log in with the Facebook account that manages your Business account
- Grant Bugalou permission to access your Instagram messages
- Select the Facebook Page linked to your Instagram account
- Confirm the connection
The popup will close automatically after completion.
After connecting
Once connected, the page shows your Instagram account info with a green "Active" badge. You'll see a confirmation card listing what's now configured:
- Incoming DMs are automatically received in your team inbox
- AI Agent can reply to Instagram messages
- Unified inbox: WhatsApp + Instagram in one overview
- Story mentions and replies are supported
Important notes
- You can only connect one Instagram account per Bugalou organization
- You can receive DMs from users who have contacted your account before, or from users who respond via story mentions/replies
- Instagram does not allow initiating conversations — you can only reply to messages
Managing the connection
- Click "Refresh Status" to check the connection status
- Click "Disconnect" to remove the Instagram connection (you'll need to confirm)
Troubleshooting
Messages not appearing
Verify that your Instagram Business account is properly linked to your Facebook Page. Go to your Facebook Page settings to check the Instagram connection.
Can't find my Instagram account
Make sure your Instagram Business account is connected to a Facebook Page where you have admin access. Also verify that your Meta Business Portfolio is verified.
Team Routing
After connecting Instagram, you can assign a default team to this channel. All new incoming Instagram DMs will automatically be routed to the selected team. Go to the Instagram settings page and use the "Default Team" dropdown to select a team.
For more advanced routing, you can create routing rules that route conversations based on keywords, time of day, or other conditions. See Teams Management for a complete overview.