Overview
The Instagram channel connects an Instagram Business Account to Support Portal, enabling your team to receive and respond to Instagram Direct Messages through the standard Dashboard interface. Support Portal offers two authentication methods for connecting Instagram:
- Instagram Business Login (recommended) — a streamlined OAuth flow that authenticates directly with Instagram.
- Meta Business Login (legacy) — authenticates through Facebook and requires your Instagram account to be linked to a Facebook Page.
Instagram Business Login is the preferred method and provides a simpler configuration experience.
Prerequisites
- An Instagram Business Account. If you do not have one, convert your existing account using Instagram's Business Account setup guide.
- For Meta Business Login only: A Facebook Page connected to your Instagram Business Account. Link them through your Facebook Page settings under the Instagram section.
- An active Support Portal account with permission to create Inboxes (see Adding Inboxes).
Method 1: Instagram Business Login (Recommended)
1. Initiate Inbox Creation
Navigate to Settings > Inboxes and select Add Inbox.
2. Select the Instagram Channel Type
From the channel selection interface, select the Instagram icon.
3. Authenticate with Instagram
Select Continue with Instagram. You are redirected to Instagram's authorization interface.
4. Grant Permissions
On the Instagram authorization page, enable Access and manage messages and select Allow to complete authorization. This grants Support Portal the necessary permissions to read and respond to Direct Messages on behalf of your Business Account.
5. Assign Agents
After authorization, you are redirected back to Support Portal. Add one or more Agents to the Instagram Inbox.
Method 2: Meta Business Login (Legacy)
Note: This method authenticates through Facebook rather than directly through Instagram. Instagram Business Login (Method 1) is the recommended approach.
1. Connect Instagram to a Facebook Page
Before configuring this method, ensure your Instagram Business Account is linked to a Facebook Page:
- Navigate to your Facebook Page settings.
- Select Instagram from the settings menu.
- Connect your Instagram Business Account.
2. Initiate Inbox Creation
Navigate to Settings > Inboxes and select Add Inbox.
3. Select the Messenger Channel Type
From the channel selection interface, select the Messenger icon. The Instagram connection is established through the Facebook Messenger integration path when using Meta Business Login.
4. Authenticate with Facebook
Select the Sign in with Facebook button. A new browser window opens for authentication.
5. Authorize and Select Accounts
Authenticate with the Facebook account that manages the linked Page. When prompted:
- Select the Instagram account you wish to connect.
- Select the associated Facebook Page.
- Grant all requested permissions to ensure full messaging functionality.
6. Assign Agents
Add one or more Agents to the Inbox.
Expected Behavior
Once configuration is complete, Direct Messages sent to your Instagram Business Account create new conversations in the Support Portal Dashboard. Agents can respond directly, and all standard features — including labels, macros, and automation rules (see Automation) — apply.
Governance Notes
- Third-party data flow: All Instagram messages are transmitted through Meta's APIs (Instagram Graph API or Messenger Platform). Message content, sender identity, and media attachments are exchanged between Meta's infrastructure and your Support Portal instance.
- Authentication method migration: Instagram Business Login is the preferred path. The Meta Business Login method may be deprecated in future releases. Plan to migrate existing Inboxes to the Instagram Business Login method when feasible.
- Token lifecycle: OAuth tokens issued through either authentication method have a limited validity period. Monitor the Inbox settings for reauthorization prompts to avoid service interruptions.
- Compliance: Organizations subject to data privacy regulations should review Meta's Platform Terms and data processing agreements before enabling this channel.