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Connect your Instagram Business account so direct messages arrive in your Conduit inbox alongside your other channels.

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Before you start

You need an Instagram Business account linked to a Meta Business account. It is worth confirming both before planning around this channel, as the connection cannot be completed without them. Personal and creator accounts are not supported.

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Connect Instagram

1

Open your channel settings

Go to Settings > Instagram under Channels.
2

Start the connection

Click Connect Instagram.
3

Sign in and authorise

Sign in with Meta and grant Conduit access to the Instagram Business account you want to connect.
Once connected, Instagram direct messages appear in your shared inbox, and your AI agent can respond to them if you have enabled it for this channel.

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Frequently asked questions

The most common reason is that the account is not an Instagram Business account, or is not linked to a Meta Business account. Check both first, and if it still fails, contact support.
In the same shared inbox as your other channels, so your team does not need to watch Instagram separately.