Connecting Instagram as a Support Channel

Connect an Instagram business account to turn direct messages to your company's Instagram account into tickets in Wix Answers.

Notes:

You will need an Instagram Professional business account.
You must have a Facebook account, and you must have a Facebook page connected to your Instagram account.
According to Facebook's Messenger Platform policy, you can only reply to user messages sent within the last 7 days. If 7 days have passed since the last user message, replying is blocked on the ticket. You can still reply directly from your Instagram Page.
Tickets created from Instagram do not have an associated brand unless you set up an automatic action to add one.

In the Wix Answers app, go to Settings > Support Channels > Instagram.

Click Add Instagram Account.
Log in to the Facebook account that is linked to your Instagram Business Account.
Select the Facebook page, which is connected to your Instagram Business Account, that you want to provide Wix Answers access to, and click Next.
Using the toggle buttons, enable every option.

Click Done.
Click OK.
Ensure the Sends a direct message toggle is enabled next to the relevant Instagram account.

On your mobile device, open Instagram and enable the Allow access to messages toggle in Settings > Privacy > Messages > Message controls. Note that this setting is only available on your mobile device.

To remove an Instagram account:

Click the Show More icon

next to the relevant Instagram account and click Remove account.

Was this article helpful?

Yes

Wix Answers Help Center