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Instagram CRM Integration
Every message, answeredand on the record
We connect your Instagram professional account to your CRM through Meta's messaging API, so enquiries that arrive as direct messages become contacts with a history, an owner and a next step.
What we build
01Messages on contacts
02Leads assigned
03Replies tracked
An enquiry that arrives in an Instagram inbox is a lead like any other, and it deserves an owner, a record and a timely reply.
Instagram conversations recorded in your CRM
- 01Messages on contacts
- 02Leads assigned
- 03Replies tracked
Instagram CRM integration links the inbox of your Instagram professional account to your CRM. A direct message, a story reply or a comment on a post creates or updates a contact, with the conversation stored on its timeline. Staff answer from the CRM or a shared inbox, and each enquiry has an owner. We build on the messaging API Meta provides for Instagram, with the permissions your account grants.
It suits brands that receive most of their enquiries through Instagram and answer them from a phone, where nothing is recorded and nobody knows who replied. Meta sets firm limits. According to its documentation, a business may reply only within a limited window after a person's last message, with a longer period reserved for a human agent. Promotional content is not permitted outside that window.
Talk to us about your projectCapabilities, End to End
What It Looks Like When It Ships
From Kickoff to Launch
We read a sample of real conversations with your team, sort them by purpose and agree which become leads, which are support and which need no record at all.
The Instagram account is confirmed as a professional account, the app is set up in your Meta business portfolio and the permissions it needs are requested through Meta's review.
Message handling, contact matching, assignment and replies are built and tested with a test account, including story replies, deleted messages and people who block the business.
Staff start answering from the CRM for one product line, managers watch response times, and the rules are tuned with them before the phone inbox is retired.
Built for Teams Like Yours
What buyers ask before they start
If yours is not here, ask us directly. The first conversation is free and useful whether or not we work together.
Book a callA professional account, which Meta offers as business or creator, connected in the way Meta's messaging API currently requires. Personal accounts cannot be connected. The integration also needs an app in your Meta business portfolio with messaging permissions, which Meta grants after its own review. We prepare the submission, though the decision and its timing rest with Meta.
Meta's documentation describes a standard window, counted from the person's last message, in which a business may reply, and a longer period in which a human agent may respond to a support enquiry. After that the conversation is closed to the business until the person writes again. We show the remaining time on each conversation so that enquiries are answered while they are open.
Only within the limits Meta sets. Its policy allows promotional content inside the standard window after a person writes, and does not allow message tags to be used for promotion outside it. Instagram messaging is therefore a channel for answering people, not for broadcasting. For campaigns, the integration helps by recording who enquired, so that you can follow up through channels they agreed to.
It can, where the API exposes them and you want them recorded. Comments that ask a question can create a task or a contact, and a private reply can be sent in the cases Meta permits. Most teams start with direct messages and story replies, which carry real buying intent, and add comments once the first flow is running well.
Some CRM and help desk products include an Instagram channel, and we check that before proposing custom work. A built-in channel suits teams that need a shared inbox and little else. Custom integration is worthwhile when you need your own assignment rules, contact matching with other channels, source reporting or a CRM that offers no Instagram connection.
