Guides

Follow these steps to connect Instagram Messenger to erxes successfully:

  1. Go to Settings.
  2. Navigate to Integration.
  3. Select Instagram Messenger and click +Add.
  4. Click Continue with Instagram and log in using the Admin account of the Instagram business account you want to connect.

Important:

  • The account must have Admin rights to successfully connect.
  • Changing the password of the connected Admin account will break the connection.
  • It is recommended to use a non-personal, unused Admin account to avoid any connection issues.
  1. Click Next.
  2. Click Select next to your Instagram business account name. Ensure that it is Selected.
  3. In the Integration Name field, enter: [Insta messenger] Instagram Business Account Name.
  4. Select the Brand section.
  • If not available, click Create Brand, then select it.
  1. Select the Channel section.
  • If not available, click Create Channel, then select it.
  1. Click Save to save the settings.

Test the Integration

  1. Open the Instagram business account's messenger and send a chat.
  2. Go to Team Inbox in erxes.
  3. Check if the message appears in the conversation section.
  4. In the To send your message section, type your response and check if it is successfully sent to the customer on Instagram.

Troubleshooting (If Instagram Message is not Arriving in TeamInbox)

1. Check if the Team member is part of the Channel

  • Go to Settings → Channel
  • Ensure your erxes account is listed under Members.

2. Check if Channel is selected in Instagram Messenger integration

  • Go to Settings → Integration
  • Click on Instagram Messenger
  • Click Edit and make sure the Channel is selected.

3. Recheck the Instagram connection

  • Go to Settings → Integration
  • Click +Add under Instagram Messenger
  • Click Next
  • Click Select next to the Instagram business account name.
    • If Select is available, consider the connection missing and select the Integration name, Brand, and Channel again to save.
    • If you cannot select, assume the connection is successful and try other methods or contact erxes Support for help.

This should help you ensure that Instagram Messenger is correctly connected and functioning in your Team Inbox.

Illustrated instructions :

  1. Go to Settings .

  2. Go to Integration .

  3. Select Instagram Messenger and click +Add .

  4. Click Continue with Instagram and log in as the "Admin" account of the Instagram business account you want to connect.

  • Note : If the account is not an "Admin" account, the connection will not be successful, and the "Admin" account that has been connected cannot change its Instagram password. The connection will be disconnected every time it is changed. Therefore, Erxis recommends that you create an account that is not used by the "Admin" account and connect it.
  • If the "Admin" account's "Admin" rights are revoked, the connection will be lost. Only the "Admin" account will be able to reconnect properly, so it is necessary to select the correct "Admin" account.

  1. Click the Next button.

  2. Click Select next to the Instagram business account name .

  • It must be Selected .
  1. In the Integration Name field, enter [Insta messenger] as the Instagram business account name .
  2. Select the Brand section. (If you haven't created one, you can create one by clicking Create Brand and selecting it).
  3. Select the Channel section. (If you haven't created one, you can create one by clicking Create Channel and selecting it).
  4. Click the Save button to save the settings.

Test and check:

  1. Chat on the Instagram business account's messenger.

  2. Go to the erxes Team Inbox window.

  3. The post you wrote will be successful if it enters this section.

  4. In the "To send your message" section, type your response to the conversation and check if it reaches the user's post on the other side.

If Instagram Messenger is not coming to TeamInbox, here are some things to check:

Check if the erxes account you are checking is included in the channel:

  1. Go to Settings .

  2. Go to Channel .

  3. Check if your information is in the Member section (erxes Account name).

Check if Channel is selected in Instagram connection:

  1. Go to Settings .

  2. Go to Integration .

  3. Click on Instagram Messenger .

  4. Click the Edit button and make sure Channel is selected.

Recheck your Instagram connection:

  1. Go to Settings .
  2. Go to Integration .
  3. Click +Add in the Instagram Messenger section .
  4. Click the Next button.
  5. Click Select next to the Instagram business account name .
    • If Select is available , consider the connection missing and select Integration name , Brand , and Channel again to save.
    • If you are unable to select , please assume the connection was successful and try other methods again, or contact our support team for assistance.