Kommo’s Guide to Instagram CRM

August 21, 2023

14 min.

Welcome to Kommo's guide to Instagram CRM! 🎉

If you're ready to take your Instagram game to the next level, you've come to the right place.

Our comprehensive guide covers everything you need to know about Instagram lead generation and nurturing. 📖 From centralizing lead management to personalizing your messaging, we'll show you how to optimize your performance on Instagram with our powerful CRM platform.

What is Instagram CRM

Instagram CRM is a customer relationship management (CRM) tool that's fully integrated with Instagram.📱

The idea behind Instagram CRM is to help you capture and manage conversations from Instagram Direct, stories, and comments.

But that's not all! With Instagram CRM, you can also:

interface of instagram crm

Benefits of using Instagram CRM

Types of Instagram accounts

Instagram offers two types of accounts: personal and professional.

💼 The professional account is further divided into Instagram Creator Account and Instagram Business Account.

To determine which account best suits your needs, take a look at the table below:

table compares instagram accounts

Types of instagram accounts

Types of Instagram DM inboxes

📥 Instagram business account provides 3 inbox options for managing your DMs, depending on your business needs and size. These include:

a comparison of DM inboxes

Types of Instagram Direct Message (DM) Inboxes

1. Instagram app inbox

The Instagram App Inbox is best suited for a micro-business or if you run a business by yourself. All you need to have is an Instagram Business account.

Here’s what you can do:

instagram app inbox

The instagram app inbox

Create an Instagram Business Account to use the Instagram App Inbox.

2. Meta Business Suite Inbox

Now, if you're running a small business that requires more flexibility and automation, the Meta Business Suite Inbox is a better option.

Simply connect your Instagram Business Account to your business's Facebook page. 🔗

meta business suite inbox

Meta Business Suite Inbox

📌 Please note: Meta Business Suite Inbox doesn’t allow you to start a new conversation with anyone. To do that you have to use Instagram App and further continue the conversation from Meta Business Suite Inbox.

3. Instagram DM API

💬 The Instagram DM API is an ideal solution for medium and large businesses relying heavily on Instagram to communicate with customers.

It can handle many messages and has advanced automation features, making it a powerful tool for businesses with high message volumes.

instagram DM API example

Instagram DM API

📌 Please note: The DM API itself doesn’t have a user interface. This means that you can only use its features by connecting it with a CRM. Also, you are not allowed to initiate conversations using Instagram DM API.

Types of Instagram CRM Integrations

Most CRMs have either native or third-party integrations with Instagram.

native vs third-party integration

Native vs Third-Party integration

🔌 The native integration is built into a CRM platform provided by the CRM itself. The third-party integration, on the other hand, is built by an external company and developers.

Kommo is an official Instagram CRM for marketing, support & sales

Kommo is the world's first Instagram CRM. 🌎

It comes equipped with dozens of Instagram features to empower your team to sell more effectively.

Official badged Meta Business Partner

At Kommo, we are proud to say that we are an officially badged Meta Business Partner, which means that our expertise has been vetted and recognized by Meta. 🤝

Our partnership with Meta has helped us elevate our services and provide our clients with the best possible solutions for their digital marketing needs, including those who use Instagram.

kommo and meta logo

Kommo is an official badged Meta Business partner

Now let’s explore how you can take the full advantage of Instagram potential for lead management with Kommo.

Instagram CRM for marketing

Kommo offers a set of essential marketing features, including:

  • Instagram lead capture – where no DM goes unnoticed.
  • Remarketing campaigns – reconnecting with your awesome audience on the platform they love most.
  • Performance measurement - tracking those DMs and stellar performance like a boss.
  • Chatbot automation – providing lightning-fast responses 24/7, because the bot never sleeps when it comes chatting with your followers! ⚡💬

Increase messaging window

With the great power of Instagram DM API come great responsibilities. 😳

To encourage businesses to reply faster to their leads and customers, Meta has imposed a 24-hour messaging rule, which means you, as a business, have only 24 hours to respond to the message.

⏰ This means no more days off unless you start using Kommo, of course!

With our platform, you can increase your messaging window by up to 7 days using the Human Agent tag, giving you more time to respond to messages and engage with your customers on your own schedule.

🙋‍♀️ Unlike other Meta platforms like Facebook Messenger and WhatsApp, the Human Agent tag is the only tag available to continue the conversation outside of the 24-hour window.

What’s more, our chatbot can even send reminders to your team when a conversation is approaching the 24-hour mark, ensuring that you don't miss out on any important opportunities. ⏳

Instagram lead capture magic

Since businesses are not allowed to initiate conversations using Instagram DM API, there are some strategies you can implement to encourage your followers to message you.

  1. Chat links and QR codes
  2. Instagram Widget
  3. Click to Instagram Direct
  4. Generate leads from comments
  5. Instagram Story Mentions
instagram leads channels

Generating Instagram leads

Chat Links & QR codes

Recently Instagram has introduced ig.me links, so-called chat links 🔗 that redirect Instagram users directly to your Instagram DMs. The links adhere to the following format, where the username is the IG handle of your Instagram account:

screenshot of ig link

Example of an ig.me link

All you have to do is share the link on your website, email, or text message and connect with your customers more easily than ever before. No more searching for Instagram profiles – just click the link and start chatting. 💬

Check out this page to learn how to create ig.me link.

But if you are using Instagram to enhance your brand awareness 📣 and prefer to communicate with customers through a messenger like WhatsApp, you can easily redirect them to your WhatsApp chat using a WhatsApp link, QR code, or button.

Watch this video to learn more.

Generate your WhatsApp link or WhatsApp QR Code for FREE.

Instagram Widget

Now, if you want to drive more traffic to your Instagram profile, you can add an Instagram widget to your website. This little eye catchy icon will stay throughout the whole browsing experience, appearing on every page of your website and reminding the visitors about your Instagram account and other socials. 🤓

With the Instagram widget, not only can visitors get a taste of your Instagram content, but they can also follow your account or even DM you.

instagram widget infographic

Instagram Widget

Find out how to add the instagram widget to to your website via Kommo in just a few simple steps:

Click to Instagram Direct ads

If you plan on reaching a wider audience, Click-to-Instagram Direct Ads can be the way to go.

Instagram Direct Ads is an ad format that allows businesses to reach out to potential customers through direct messages in Stories or Feeds.

The ads can be shown in Instagram Stories or Feeds and prompt the user to write you a direct message. The new conversation will then appear in your Instagram DM inbox. 📥

Here is how it works:

screenshot of instagram ad

Click to Instagram Direct Ads

This form of advertising can help you initiate more conversations with potential customers and interact with them more quickly. This means that you can move leads down the sales funnel much faster, resulting in better conversion rates. 🤑

instagram ads in kommo

Using Instagram Ads with Kommo CRM

Generate leads from Instagram Story Mentions

Similarly, if a user mentions your business in their Instagram Story, it will pop up in your CRM account. This way, you can start a conversation with them.

instagram story mention in kommo crm

Capturing an Instagram lead with a Story Mention

This feature lets you stay on top of your mentions and engage with potential customers helping you build stronger relationships with your audience.

Generate leads from Instagram comments

While Instagram Direct Messages are a popular option, you can also generate quality leads from comments under your posts. 👀

When a user leaves a comment, it will appear in your Kommo account, where you can follow up with them and turn them into potential customers.

screenshot of iphone and crm

Generating leads from Instagram comments

But that's not all – you can also increase your page engagement with various promotions and set up a chatbot to automatically respond to your comments using specific keyword triggers. Learn about keyword triggers. ⚡️

screenshots of instagram post and dm

Example of comment appearing in a DM

Instagram Chatbot for Marketing team

The Instagram chatbot is a must-have tool for marketing teams these days. With this little AI friend, you can automate your messages, engage with followers, and drive sales. 📈

By setting up the bot, you can ensure you provide quick support, send personalized content, gather feedback, and make sure no lead is left unattended.

The best part? You don't need any coding skills to set up the chatbot. 👩‍💻 Our visual chatbot builder is extremely user-friendly and straightforward.

If you're feeling adventurous, you can build a chatbot from scratch. But if you are like the rest of us, you can select an existing template and customize it to fit your business needs. 🤖

One of the most common examples would be setting up the bot to get opt-ins to send out your marketing campaigns.

Let’s be honest. Not everyone wants to get spammed by your business, even if it means getting the best deals. 🙅‍♀️

So, simply asking for your client's consent to receive promotional materials can enhance their perception of your brand and improve their overall attitude towards it. ✅✅

Here is how you can do it in just 2 steps:

  1. Customize a chatbot template to ask customers whether they want to opt in or opt out of receiving promotional deals from you.
  2. Based on their response, the chatbot assigns a specific tag to the contact.

After all the tags are in place, you can initiate your promotional campaign. 🚀

opt in decision tree

Measure Instagram Marketing Campaign performance

Kommo's dashboard and statistics tab provide a comprehensive overview of your Instagram marketing campaigns. With our all-in-one command center, you can track essential metrics, monitor customer feedback, and respond to inquiries in real time. 🛠️

dashboard screenshots

Using the dashboard in Kommo

Plus, our stats tab offers a win-loss analysis, consolidated reports, and customer-specific reports, giving you the insights you need to optimize your Instagram marketing strategy.

Learn more about Kommo dashboard.

Instagram CRM for Sales

On top of that, Kommo's CRM platform is the ultimate solution for Instagram sales. Our tools enable you to streamline your sales process and close deals more effectively through the following features:

  • Centralized Lead Management and Communication
  • Personalized Mass Messaging Campaigns
  • Instagram Bot Automation
  • Automated Document Generation

Unified inbox

Kommo’s unified inbox allows you to manage all customer communication in one place.

📥 Unified inbox lets you manage all customer communication in one place, including messages from Instagram, social media, email, live chat, and other connected platforms.

Incoming messages from Instagram (and not only!) automatically appear in the unified inbox within Kommo CRM, so you don't have to switch between different apps. Plus, Kommo generates lead cards for each incoming lead, providing instant access to the message history and contact information all in one place.

screenshot of a unified inbox

Kommo’s unified inbox

Instagram sales pipeline

Kommo provides a crystal-clear view of your sales process by categorizing leads into various stages of the Instagram sales pipeline. You'll know precisely where your leads stand in your sales cycle, enabling you to take charge of your sales process and convert leads into lifelong customers. 🤝😉

screenshot of a pipeline

Kommo’s pipeline

Instagram Direct message templates

At Kommo, we understand that managing incoming leads and responding to inquiries can be time-consuming. 😩

Our platform allows you to create chat templates that can be customized for each client, streamlining communication and saving time. With Instagram templates, you can send pre-written messages that address frequently asked questions and handle routine operations in just one click.

💬 Instagram templates are pre-written messages that can be customized and sent to clients in just one click

This feature enables you to provide quick and efficient customer service, giving you more time to focus on building long-lasting relationships with your clients.

screenshot of a chat template

Example of a chat template in Kommo

Learn more about Chat Templates

Instagram chatbot for sales teams

Instagram ice-breakers

With the Instagram ice-breakers feature in the Kommo Instagram integration, you can show prompt messages to users reaching out to you for the first time.

Here's how it works:

  • When someone opens an Instagram DM chat with your account, static message buttons appear.
  • By clicking on one of the options, the selection will be sent as a message, which will also appear in your Kommo account.

Ice-breakers are optional but can be a great way to start a conversation with new customers and personalize their experience with your brand. With the Instagram ice-breakers feature in the Kommo Instagram integration, you can show prompt messages to users reaching out to you for the first time. 🤩

📌 Please note: You can add up to 4 Ice breaker messages on a single Instagram account. Each message must not exceed 80 characters in length.

screenshot of instagram ice-breakers

Instagram Ice-breakers

Quick Replies

With Kommo Instagram CRM, you can create messages with quick-reply buttons with the help of the Salesbot. 🤖 Quick reply buttons allow your leads to respond to your message with just a single tap, making it easier and more convenient for them to engage with your brand.

Here's how it works:

  • When your lead taps on one of the quick-reply buttons, their selection will be sent as a message.
  • The message will then appear in your unified inbox, allowing you to easily manage and respond to all your customer interactions in one place.

Using quick-reply buttons can improve your response times and streamline your customer communication. 🔥

📌 Please note: You can create up to 13 Quick Reply buttons. Each button can be up to 20 characters long.

screenshot of qualifying leads on instagram

Qualifying leads on Instagram

Qualified leads

Our chatbot is also super helpful when it comes to qualifying Instagram leads because it automates the lead qualification process by engaging with potential customers, learning about their needs and interests, and routing them to the right person on your team.🙋‍♂️

With Kommo's chatbot, you can save time and energy while giving your customers a personalized experience.

Win-win for everyone.💪

screenshot of qualifying leads on instagram

Automated follow-ups on Instagram

Automated follow-ups on Instagram

However, the chatbot is a game-changer not only when it comes to qualifying leads but lead nurture as well. With automated follow-ups, you can make sure that you stay top of mind with those leads who may have been hesitant to say “yes” right away. 🤔

But that’s not all. Our chatbot does all the hard work for you. You can set it up in a few clicks, and it will start reaching out to those leads who haven't responded to you in a while.

screenshot of a follow up

Automated follow-ups on Instagram

Find out how to set up automated follow-ups on your Instagram account

Document generation

Kommo’s document generation bot can transfer all your valuable data from Kommo lead cards straight to your document template. 📋 With special modifiers, you can move anything from names to order details.

In just one click, your customer will get an error-free custom-made document, saving you time, effort, and a lot of headaches.

screenshot of document generator

Creating invoices in bot builder

Automated invoices

Along with the documents mentioned above, our chatbot can generate and send invoices to your customers without human intervention.

On top of that, you can:

  • Automate & customize your invoice generation process
  • Set up automatic payment processing
  • Send payment links for one-click payments
  • Stay up-to-date with real-time invoice status updates
  • Automatically transfer leads to different stages of your pipeline
  • Easily edit or cancel unpaid invoices

Creating invoices in bot builder

Integrate Kommo with Paypal, Mercado Pago and Stripe

Instagram CRM for customer support

At Kommo, we understand that providing excellent customer support is crucial for the success of any business.🌟 That's why our team has developed several features that make the whole process more efficient and customer interactions more personalized.

These features include:

Seamless Collaboration

Instagram Chatbot

Lead Routing

Round-the-clock Support

Customer Satisfaction Measurement

Seamless collaboration

You can chat with colleagues, set tasks, and create reminders directly within Kommo’s lead card, streamlining your workflow and ensuring that everything and everyone is taken care of. 😎

screenshot of lead profile

An example of a lead profile in Kommo

Instagram chatbot for support teams

Our Instagram Chatbot will also become a time and life-saver for your customer support teams. 👨‍🔧

With just a few simple set-up steps, your customers can quickly access their order details, find answers to frequently asked questions, and receive high-quality customer support - all without the need for human agents or the need to wait. And they can easily share their feedback, providing valuable insights to help you improve your service.

screenshot of bot chat bubble

Kommo’s salesbot

This means, you can say goodbye to long wait times and hello to seamless customer support with Kommo's Instagram Chatbot.

Lead routing

With our Instagram Chatbot, you can easily ensure that your leads are routed to the most appropriate customer support representative.

Simply ask a few leading questions, and the chatbot will route them to the specialist who is best equipped to answer their inquiries. 🤓 This bot will save your team time and provide your customers with a more personalized experience, increasing the likelihood of conversions.

screenshot of a chat on ig

Lead routing

Find out how to set up your lead routing bot

Round-the-clock customer support

In today's fast-paced world, customers expect quick responses. With Kommo's round-the-clock customer support bot, you can meet their expectations and stay ahead of the game. 🙌

No matter your business hours or time zone, you can provide your customers with the support they need when they need it.

screenshot of a instagram dm

Chatbot chatting with a client on Instagram

Learn more about Offline chatbot

Measure customer satisfaction

Last by not least is our Instagram Chatbot, which measures customer satisfaction. It provides a simple yet powerful way to see how satisfied your customers are with your service. 🙌

With just an emoji, your customers can easily give feedback, allowing you to gather valuable insights and improve your customer support.

screenshot of a conversation

Measuring customer satisfaction in Kommo

Don't miss out on this opportunity to connect with your customers and enhance their experience with your brand.

Check out this article to learn more about Customer Satisfaction bot.

Kommo mobile app

Kommo empowers you to sell anytime, anywhere. 💸

The mobile app enables you to easily manage your leads, even on the go. With just one tap, you can access your lead database and tasks and chat with clients directly from your smartphone.📱

Whether you're out of the office or always on the move, our mobile app keeps you connected and in control.

screenshots of mobile app

Kommo’s mobile app

The Kommo Mobile app has a user-friendly interface, making it easy to manage your leads when you are out and about. And with real-time notifications for new leads and follow-ups, you'll never miss an opportunity to connect with potential customers. 🔔

Available on iOS and Android devices.

Getting Started with Kommo's Instagram CRM Integration

Kommo offers a FREE Native Instagram DM API integration with a plethora of features, including everything we've mentioned before and much more. 😱

With our Instagram DM API, you can add an unlimited number of Instagram business accounts and manage all conversations - including those started from comments and stories - in one place. Plus, you can create ice breakers, quick replies, and website widgets to ensure a seamless omnichannel experience for your customers. 🥳

To kick-start the process, you’ll need:

  1. Instagram Business Account
  2. Facebook Business Page

📌 Please note: You must have all your Instagram Business accounts connected to a single Facebook Business account before you can start.

Once you are ready, go to Settings > Integrations > Instagram.

Connect it using your Facebook account, and you are ready to roll.

For more details on Instagram integration, please visit our Knowledge Base.

Kommo success stories

Instagram CRM for Small Businesses

Kommo has helped many businesses to improve their sales and customer engagement. One of them is Submundo Tattoo, a tattoo studio based in Brazil. 🇧🇷 By using Kommo's Instagram CRM to streamline their sales process and manage customer interactions, they were able to increase their revenue and build stronger customer relationships.

Instagram CRM FAQs

Bottom line

As an Instagram CRM, Kommo lets you do the following:

  1. Capture Instagram leads through comments and mentions
  2. Manage your Instagram messages
  3. Automate communication on Instagram using a chatbot

Change your Instagram strategy with Kommo. 🚀Sign up for a 14-day Free Trial.

🤓 Book a free demo session

👩‍💻 Login to your Kommo account

💬 Chat with us here on the website or within your account

🤝 Find a partner to do it for you so that you can relax

🎥 Visit our YouTube Channel

The Kommo Team

Our content team is on top of the latest marketing and sales tools and is here to help you scale your business.

Try Kommo free

Test drive Kommo yourself or schedule a free demo call with us