Integrating Instagram with Intercom: A Step-by-Step Guide

Here's how to connect Instagram to Intercom and supercharge your customer communication:

1. Set up requirements:
   • Instagram Business Account
   • Linked Facebook Page
   • Active Intercom account
2. Use a third-party tool like Integrately to connect accounts
3. Configure in Intercom:
   • Set up Instagram channel
   • Choose which messages to receive
   • Create auto-replies
4. Create workflows to streamline processes
5. Use Intercom features with Instagram:
   • Quick replies
   • Message routing
   • Response time tracking
6. Troubleshoot common issues:
   • Connection problems
   • Message syncing
   • Permission errors
7. Consider advanced options:
   • Octopods for multi-channel management
   • Zapier or Tray for lead automation

By integrating Instagram with Intercom, you'll manage messages more efficiently, maintain a consistent brand voice, and improve customer engagement across platforms.

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What you need before starting

Before connecting Instagram to Intercom, you'll need:

1. Instagram Business Account

Don't have one? Here's how to switch:

• Open Instagram app
• Go to Settings > Account
• Tap "Switch to Professional Account"
• Choose "Business"

2. Linked Facebook Page

To link your Instagram Business Account:

• In Instagram, go to "Edit Profile"
• Under "Public Business Information", tap "Page"
• Select a Facebook Page (or create one)

3. Active Intercom Account

Make sure you:

• Can log in
• Have admin permissions
• Have an active account in good standing

With these in place, you're ready to connect Instagram to Intercom.

How to connect Instagram to Intercom

Connecting Instagram to Intercom isn't straightforward. There's no official integration due to Instagram's API limits. But don't worry - we've got some workarounds.

Before you start

You'll need:

• Instagram Business Account
• Facebook Page linked to Instagram
• Business Messaging on Instagram
• Active Intercom account

To turn on Business Messaging:

1. Open Instagram app
2. Go to Settings > Business > Business messaging
3. Toggle "Allow access to messages"

Making the connection

You'll need a third-party tool like Integrately:

1. Sign up for Integrately
2. Find Instagram and Intercom in the dashboard
3. Pick a pre-built automation or make your own
4. Follow steps to connect accounts

Setting up messages

After connecting:

1. In Intercom, go to Settings > Inbox > Channels
2. Look for Instagram integration
3. Choose which Instagram messages to get in Intercom
4. Set up auto-replies if you want

Creating workflows

To streamline things:

1. Set triggers for Instagram actions
2. Create corresponding Intercom actions
3. Test your workflow

For example, when you get an Instagram DM:

• Create a new Intercom lead
• Assign the chat to a team member

Using Instagram in Intercom

Now that Instagram's connected to Intercom, let's make it work for you.

Handling Instagram messages

Instagram messages land in your Intercom inbox like any other conversation. Here's what to do:

• Spot the Instagram icon next to the conversation
• Click to view the full thread
• Reply directly in Intercom - it'll go straight to the customer on Instagram

Pro tip: Set up a custom view for Instagram messages. It'll help you prioritize and respond faster.

Using Intercom tools

Intercom's features can supercharge your Instagram strategy:

1. Quick replies

Create pre-written responses for common Instagram questions. It's a time-saver and keeps your team's messaging consistent.

2. Message routing

Automatically assign Instagram messages to specific team members based on content or customer info.

3. Response times

Set and track response time goals for Instagram messages. Keep that customer service top-notch.

4. Workflows

Automate actions for Instagram messages. For example:

• Create a CRM lead when a new Instagram chat starts
• Send an auto-greeting to first-time Instagram contacts
• Close spam messages automatically

Here's a quick way to handle spam:

1. Create a "Customer sends their first message" Workflow trigger
2. Pick the Instagram channel
3. Use "Branches" to filter messages with spam keywords
4. Connect the filtered branch to the "Close" action

This setup zaps spam and routes real inquiries to your team. Simple, right?

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Fixing common problems

Integrating Instagram with Intercom can be tricky. Here's how to solve the most common issues:

Connection issues

Can't connect Instagram to Intercom? Try this:

1. Check your Instagram account type

Make sure it's a professional account (Business or Creator). If not, switch it in Instagram settings.

2. Verify Facebook Page link

Go to your Facebook Page > Manage > Linked accounts. Is Instagram listed?

3. Review Facebook permissions

You need admin access with Full Control on the linked Facebook Page. No dice? Ask a Page admin for full permissions.

Still stuck? Disconnect and reconnect your accounts.

Message syncing problems

Messages not showing up in Intercom? Here's what to do:

1. Check access tokens

These expire yearly or when credentials change. Reconnect Instagram annually to refresh.

2. Verify permissions

Double-check all necessary permissions in Facebook and Intercom.

3. Clear old connections

Disconnect any previous tools that might be controlling messages.

Seeing "another app is controlling messages"? Try this:

1. Go to Facebook Business Integrations
2. Find and remove Intercom
3. Reconnect Intercom with correct permissions

Permission problems

Permission issues? Here's the fix:

1. Check Facebook Page roles

Go to Page Settings > Page Roles. Are you an "Admin"?

2. Review Intercom permissions

In Facebook, go to Settings & Privacy > Settings > Business Integrations. Find Intercom, click "View and Edit". Are all relevant Facebook Pages checked?

3. Reauthorize if needed

Remove Intercom from Business Integrations, then reconnect with correct permissions.

Advanced connection methods

Want to take your Instagram-Intercom integration to the next level? Let's explore some advanced tools and methods that can supercharge your customer interactions.

Using Octopods

Octopods is a game-changer for managing Instagram messages in Intercom. Here's the scoop:

• Links 18 messaging channels (including Instagram) to Intercom
• Lets you handle Instagram messages right in your Intercom inbox
• Offers an Inbox App for quick customer info access

Setting up Octopods is easy:

1. Get an Octopods account
2. Link your Instagram and Intercom
3. Add the Octopods Inbox App to Intercom

Cledara customers pay about $1854 for Octopods. It's an investment that pays off if you're juggling multiple communication channels.

Automating lead management

Want to turn Instagram followers into leads in your CRM via Intercom? Automation tools like Zapier or Tray can help.

Zapier is user-friendly:

• No coding needed
• Works with 7,000+ apps
• Used by 87% of Forbes Cloud 100 companies

Here's how to set it up:

1. Make a Zap connecting Instagram to Intercom
2. Pick your triggers (like new Instagram followers)
3. Choose Intercom actions (like creating leads)

Need something more robust? Try the Tray platform:

• AI-ready integration tools
• Direct Instagram and Intercom connectors
• Build custom automation flows

These tools can save you time and help you catch every potential lead from Instagram.

Tips for using Instagram with Intercom

Managing messages well

Here's how to handle messages like a pro:

• Answer DMs fast. Set up alerts so you don't miss anything.
• Use saved replies in Intercom for FAQs. It's quicker and keeps your tone consistent.
• Make it personal. Use names and mention specific details. It shows you care.
• For tricky stuff or private info, switch to Instagram DMs.

Keeping your brand voice the same

Want to sound like "you" everywhere? Here's how:

• Write down your brand's voice. What words do you use? What's off-limits?
• Train your team. Everyone should know how to "speak" your brand.
• If you use emojis, use them the same way on both platforms.
• Check your messages often. Make sure you still sound like you.

Your brand should sound like YOU, no matter where you're talking.

"Listen, engage, build relationships." - David Alston, CMO Accelerator program founder

Wrap-up

Connecting Instagram to Intercom packs a punch. Here's why it's a game-changer:

• You'll handle Instagram DMs right from Intercom. No more app-hopping.
• Customer data flows between platforms. You'll know your users better.
• You'll reply faster with alerts and saved responses.
• Your brand voice stays consistent. Customers get a smooth experience.

What's next? Dive deeper:

1. Explore Intercom's toolkit

Intercom's not just for messages. Check out:

• Chatbots that answer common questions
• Ways to group customers for targeted messages
• Tools to track how well you're engaging users

2. Supercharge your workflow

3. Keep growing

Stay sharp:

• Read Intercom's blog for insider tips
• Join Instagram for Business webinars
• Try different message styles and see what works

Now go make those Instagram connections count!

FAQs

Does Intercom integrate with Instagram?

Yes, Intercom now has an official Instagram integration. You can handle Instagram DMs right in your Intercom inbox.

Here's what you get:

• Manage Instagram DMs alongside other messages
• Use Intercom's tools (macros, rules, SLAs) with Instagram
• Respond faster and boost support efficiency

Heads up:

• Works only with Instagram Business or Creator accounts linked to a Facebook page
• You need admin access to the Facebook page
• Instagram Business Messaging must be on

Getting started:

1. Set up your Instagram account properly

2. Install the Instagram app from Intercom's App Store

3. Follow the prompts to connect your accounts

Having trouble? Check that:

• Your Facebook and Instagram accounts are linked in Meta Account Center
• You have the right permissions on both platforms

Keep in mind: While this integration is handy, it might not cover everything. For instance, DelightChat offers Instagram comment support and DM replies to comments, which Intercom doesn't (yet).

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• Ultimate Guide to Octopods-Intercom Integration