--- title: "Set Up and Configure Instagram Messaging (DMs) and Comments" slug: "set-up-and-configure-instagram-messaging" description: "Learn how to set up Instagram Messaging Instagram messages and Stories into Conversations in Gladly Help Docs." updated: 2026-03-07T22:34:17Z published: 2026-03-07T22:34:17Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up and Configure Instagram Messaging (DMs) and Comments | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | Set up Instagram (owned by Meta) to receive and respond to Instagram messages (DMs), @mentions, and post comments in Gladly. [Embedded content](https://fast.wistia.net/embed/iframe/g1ek254q87?web_component=true&seo=false&videoFoam=false) ## **Before you start** Review the following information before you set up Instagram: - Create and use [Rule Conditions](https://help.gladly.com/docs/what-are-rules-and-its-components#2-conditions) to route Instagram DMs or comments to a specific Inbox. - Consider creating an Instagram Rule to [automatically close and route inbound messages from Instagram account identified as a bot or spam](https://help.gladly.com/docs/common-rules-library/#h-block-spam-instagram-messages) to your spam Inbox. - You must first connect an Instagram account to allow DMs in Gladly and before [comments](/docs/set-up-and-configure-instagram-messaging#enable-instagram-comments-in-gladly) can be enabled. - Think about which Inbox to route Instagram DMs or comments to. You can [create a new Inbox](https://help.gladly.com/docs/create-edit-and-deactivate-inboxes) for Instagram Messaging or direct them to the Instagram default Inbox in the [Entry Points page](https://help.gladly.com/docs/set-up-channels-and-entry-points/#link-channel-entry-points-to-a-default-inbox) once it’s set up. - Set up [Business Hours](https://help.gladly.com/docs/what-is-business-hours) to trigger auto-replies based on your operating hours. - Think about [Topics](https://help.gladly.com/docs/what-are-topics) Customers might ask through Instagram. - Note that an Agent "liking" a message (nor auto-replies triggered via Rules or Business Hours) are not considered a reply and will not satisfy the Conversation SLA. > [!CAUTION] > **We recommend not adding an Entry Point(s) until you're ready to receive incoming requests** > > Upon adding a new [Entry Point](https://help.gladly.com/docs/what-are-channels-and-entry-points/#what-entry-points-are), incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's default inbox. > > - **Voice/SMS –** Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points. > - **Chat (Chat) –** Upon configuring Chat, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the Chat Channel's default Inbox. > - **Social Channels –** Upon adding a social Channel Entry Point (e.g. Instagram, or WhatsApp), messages automatically route to the social Channel's default Inbox. > - **Email –**Once an email address is added, it's ready to receive inbound emails in the email Channels' default Inbox as long as email forwarding is activated. > > Use [Exceptions](https://help.gladly.com/docs/entry-points-settings-overview/#h-entry-point-exceptions) to link an Entry Point to a different Inbox if you don't want to use the Channel's default Inbox. ### Meta-enforced guidance to keep in mind - **Rate Limit on Messages –**Meta imposes a rate limit of 200 messages per 5 minutes per account. - **Paid Campaigns –**Due to the imposed rate limit by Meta, it's not recommended to run organic paid campaigns to drive engagement and messaging through Instagram. > [!WARNING] > **Instagram imposed limitations** > > Below are the limitations that Instagram is currently imposing on all partners using the Instagram API: > > - Reactions sent from the Instagram App will not appear in the Conversation Timeline in Gladly. > - All reactions are always mapped to the ❤️ emoji. This is currently a limitation of the Meta API. > [!WARNING] > **Convert Story @mentions to Conversations** > > By default, Stories @mentioning your company won't create a Conversation. If you'd like @mentions to also create Conversations in Gladly, contact Gladly Support. Keep in mind that @mentions can potentially create hundreds — if not thousands — of Conversations in Gladly. ## Configure Instagram Business in Meta Business Suite Before adding Instagram to Gladly, you must first set up and configure your Instagram Business account. Follow the instructions in the links below. 1. See [Set Up a Business Account on Instagram](https://help.instagram.com/502981923235522?fbclid=IwAR103FKpvThlGfKIft_3jU74q4ue0clyVjtRDKPt_-C7CAh8GkVOoIDVV0U) to learn how to set up a Business account. 2. Next, add your Instagram Business account to your [Meta Business](https://www.facebook.com/business/help/345675946300334?id=419087378825961) page. 3. Allow access to your Instagram Messages. Log into your Instagram Business account through the mobile app. From the Profile view, tap the menu icon on the top right corner of the screen, then tap **Settings > Privacy > Messages**. From the Message Controls screen, under Connected Tools, toggle "Allow Access to Messages" so it's activated. This lets you receive Instagram messages in Gladly from your Instagram Business account. Once your Business account is connected to a Meta Business page and you allow access to all messages through the Instagram app, continue to add Instagram to Gladly. > [!WARNING] > **Avoid using additional automation with Instagram Messaging** > > While Gladly works well with other Business Integrations, for Facebook Business, Gladly should be the sole destination for all inbound messages. > > - Gladly does not support the Handover Protocol, meaning Gladly will not relinquish control of the Conversation to a third party or field request to take control of messages from third parties. > - Use of other Facebook automation (e.g., Facebook bots, auto-replies) should be avoided. Please use [Rules](/docs/what-are-rules-and-its-components) to create additional automation within Gladly. > > **How to deactivate automation and find out if you're using them** > > 1. Go to [https://business.facebook.com/latest/inbox/](https://business.facebook.com/latest/inbox/) > 2. Click on the button in the right-hand corner that looks like a planet. > 3. Click the toggle to deactivate any automation. ![Overview of automation settings with options for instant replies and FAQs.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/deactivate-facebook-automation-1024x189.png) > > **2FA** > > If your Facebook Business page is set up for [2FA](https://www.facebook.com/business/help/280940009201586?id=199156230960298), you must also set up your Facebook account for 2FA if you are the Administrator adding the integration into Gladly. ## Connect Instagram to Gladly to enable DMs > [!WARNING] > **Before connecting Instagram to Gladly** > > - If you're using browser popup blockers, turn it off temporarily to allow the Instagram login modal to appear. > - To allow replies to comments, you must first connect Instagram to Gladly. The Comments settings is configured through a separate flow. 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen. 2. Click **Settings**. 3. Under the **Channels**category, click **Instagram**. The Instagram Accounts page will show you a list of Instagram accounts configured in Gladly. It also includes the following column details: - **Page Name –** Name of the Instagram account as shown on the Meta Business page. - **Username –**The username associated with the Instagram Messaging account. - **Page ID –** The Page ID associated with the Instagram Messaging account found on the Meta Business page. - **Added By –** Name of the person who added the account in Gladly. - **Added On –** Date and time the account was added in Gladly. 4. Click **Add Instagram Account** to add a new account. 5. A window will pop up, prompting you to log into your Meta business account. Enter your Meta business email address and password. - **If it isn’t the right profile –**Click *Log into another account* to log in using another email or password. - **If you see 'Can't Load URL' error –**This error means that your company's login domain must be allowed. Please contact Gladly Support and provide this error. 6. Once logged in, click **Edit access**. 7. Next, you’ll see a list of settings with toggles to activate/deactivate page access. By default, all of these permissions should be activated and you don’t need to change anything, unless there are certain pages you don’t want Gladly to have access to, then deactivate those. 8. Scroll up and click **X** to close the edit access page, then click **OK** on the modal to confirm your updates. 9. *Instagram Messaging* is now added as a new Entry Point. Next, go to the [Entry Points settings](https://help.gladly.com/docs/set-up-channels-and-entry-points/#link-channel-entry-points-to-a-default-inbox) page to link it to a [default Inbox](https://help.gladly.com/docs/set-up-channels-and-entry-points/#link-channel-entry-points-to-a-default-inbox). - Select the default Inbox you want Instagram messages to go to. Add an [exception](https://help.gladly.com/docs/entry-points-settings-overview/#h-entry-point-exceptions) if you have other Instagram accounts you want to link to a different Inbox. 10. Click **Save**. 11. Instagram Messaging is now added to your Messaging Channel. Agents assigned to the Inbox used for Instagram will receive new inbound DMs requests whenever they're available in the Messaging Channel. See [Respond to DMs from Instagram](https://help.gladly.com/docs/respond-to-messages-and-comments-from-instagram#respond-to-direct-messages-dms-from-instagram) to learn how to respond to Instagram comments. ### Check your firewall Story @mentions or messages are served directly from Meta and may not appear in Gladly if your firewall blocks Meta. To avoid this, we recommend allowing traffic from *fbcdn.net* in your firewall. ## Enable Instagram Comments in Gladly Once your Instagram account is [connected to Gladly](/docs/set-up-and-configure-instagram-messaging#connect-instagram-to-gladly-to-enable-dms), you can enable Instagram comments to appear in the Conversation Timeline, along with the ability to customize how comments are routed. 1. Back on the **Settings** page, under the **Channels** category, click **Instagram**. 2. Click the **Settings** button. 3. From the modal, check the box next to **Handle Instagram comments in the Conversation Timeline**then click **Save**. 4. A window will pop up, prompting you to log into your Meta business account. Enter your Meta business email address and password. - **If it isn’t the right profile –**Click *Log into another account* to log in using another email or password. - **If you see 'Can't Load URL' error –**This error means that your company's login domain must be allowed. Please contact Gladly Support and provide this error. 5. Once logged in, click **Edit access**. 6. Next, you’ll see a list of settings with toggles to activate/deactivate page access. By default, all of these permissions should be activated and you don’t need to change anything, unless there are certain pages you don’t want Gladly to have access to, then deactivate those. 7. Scroll up and click **X** to close the edit access page, then click **OK** on the modal to confirm your updates. 8. The *Instagram Comments* is now added as a new Entry Point. Next, go to the [Entry Points settings](https://help.gladly.com/docs/set-up-channels-and-entry-points/#link-channel-entry-points-to-a-default-inbox) page to link it to a [default Inbox](https://help.gladly.com/docs/set-up-channels-and-entry-points/#link-channel-entry-points-to-a-default-inbox). - Select the default Inbox you want Instagram comments to go to. Add an [exception](https://help.gladly.com/docs/entry-points-settings-overview/#h-entry-point-exceptions) if you have other Instagram accounts you want to link to a different Inbox. 9. Click **Save**. 10. Instagram Comments is now added to your Messaging Channel. Agents assigned to the Inbox used for Instagram will receive post comments whenever they're available in the Messaging Channel. See [Respond to Comments from Instagram](https://help.gladly.com/docs/respond-to-messages-and-comments-from-instagram#respond-to-comments-from-instagram) to learn how to respond to Instagram comments. ## Reconnect Instagram Messaging to Gladly If you had once connected Instagram Messaging to your Gladly account but have since [deleted](/docs/disconnect-instagram-messaging) it, before reconnecting it to Glady, you must first remove the Gladly app (under the Active tab) from the [Business Integrations page](https://www.facebook.com/help/405094243235242/) on Facebook before proceeding to [connect Instagram to Gladly](https://help.gladly.com/docs/set-up-and-configure-instagram-messaging#connect-instagram-to-gladly) again. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4. ## Related - [Respond to Messages and Comments From Instagram](/respond-to-messages-and-comments-from-instagram.md)