To receive Instagram messages in Superchat, you need to allow access to messages from external tools, which you do directly in Instagram itself. Then, you need to also check in the Meta Business Suite that you have met all the criteria necessary to allow Superchat to receive Instagram messages.
1: Enable Access in the Instagram App
Open the Instagram app.
Go to your profile.
Tap menu (☰) in the top right corner.
Search Message and story replies. Then click on message controls.
Make sure Allow access to messages is enabled.
2: Check that all criteria has been met in Meta Business Suite
Open Meta Business Suite and go to Settings.
Select your connected Instagram account and check the Connected assets. You should be able to see a Facebook page connected to the Instagram account.
If you see a Facebook page there, then we can move on and check that there are people connected to the account. Here, we need to confirm there is an Admin and that they have full management permissions.
Lastly, we want to check that the Superchat integration has been successfully set up. You can check this in Integrations (which you'll need to scroll down to find), click on Connected apps and then check to see Superchat is there. When you click on Superchat here, you should be able to see that it has access to Instagram.
If all of these conditions are met, then you should be able to receive Instagram on Superchat.
If Instagram messages still aren't appearing in Superchat,make sure that you definitely have an Instagram Business Profile.
Still having problems?
Still having problems?
Check that all the following are true:
Instagram account is set to Business (not Personal or Creator)
Instagram account is connected to the correct Facebook Page
The Instagram account is added under Meta Business Manager → Accounts → Instagram Accounts
The correct Business owns or has access to the Instagram account
An admin is assigned to the Instagram account with Full control
The correct Instagram account is selected in Superchat → Integrations
The Facebook Page connected to Instagram is the same one selected during setup
If not, you can contact us via the Support Chat