Instagram: How to connect Instagram with Kommo

Use the capabilities of Instagram for your business by connecting Kommo and the official Messenger API for Instagram. Send messages, images, react to Story mentions, use quick-reply buttons, and set up welcome messages — all within Kommo. Everything works in accordance with Instagram’s rules and restrictions: you can rest assured that the integration is stable and risk-free for your Instagram account.

Before you start

You’ll need an Instagram Business account to use the integration. Here you will find the info on how to convert a personal Instagram profile into a business account.

The Instagram account also has to be linked to a Facebook Business page. Here’s how to do it.

You also need to allow access for integration in your Instagram Business account (Settings > Privacy > Messages > turn on the toggle switch Allow Access to Messages). Check out Instagram’s instructions about managing Instagram messaging access across apps.

Connection and setup

To connect the integration:

  • In Kommo, go to Leads section and click Setup in the top right corner
  • On the left, click + Add source
  • Select Instagram integration and click + Add source

    Kommo Lead Sources

  • Click on + Install

Log in with your Facebook account. Important: Your Facebook account must have a primary email set and verified (read our step-by-step instructions).

Installing Instagram integration

Important note: The Instagram integration uses your Facebook account to log in. If you also use our Facebook integration (Messenger, Comments, Lead Ads Forms, Facebook Ads), it’s important that you’re logged in to both of the integrations by using the same Facebook profile.

Connecting Instagram integration

After logging in, select the Instagram Business account you’d like to connect. You will be able to select the one you need from your eligible Instagram Business accounts connected to your Facebook account in the dropdown shown.

Important note: The selection menu lists the names of the Facebook Business pages associated with Instagram accounts.

Instagram page selection

The integration is complete. Messaging, Instagram Stories and quick-reply buttons are enabled right away.

Instagram Comments

We’ve also added an ability to connect Instagram comments so that you don’t need to check your comments on Instagram App each time and can automatically generate leads right from them!

Comments will be connected automatically once you connect your page to “Instagram messages and stories”.

Pages connected en

However, you can disconnect them at any time by simply clicking on the trash can next to the connected page.

delete comments

If you decide to keep comments in the Integration, each time one of your posts gets a new one, you will receive a message in Kommo with a link to the commented post – in a new lead card for new clients and in existing one for those you already had a conversation with.

view comment instagram

When a comment is received, you are able to respond via comment on Instagram, or send a message directly from Kommo – this way a client will receive a message request in DM.

comment reply instagram

When the lead accepts your message request, his profile photo and name will automatically be synced to Kommo.

photos synced instagram

Okay, that’s done 🙂 Now let’s take a look at Ice breakers dropdown.

What’s an “ice breaker”?

Messenger API for Instagram allows you to show greeting messages to anyone contacting you for the first time. The moment they open the chat with your account, they will see static message buttons. They can click one of the options, and their choice will be sent as a message arriving to Kommo as well.

Ice breakers are optional. If you wish to set them up, click on “Ice breakers” in the integration’s settings.

Add your ice breaker texts: up to 4 messages no longer than 80 characters each.

Ice breakers setup

Congrats! The integration setup is now finished.

Using “ice breakers”

A potential customer opens your Instagram business page and clicks the “Message” button. If you’ve configured welcome messages, here’s how they will see your ice breakers:

Ice breakers on Instagram

They click one of the buttons, and it will be sent as a message.

Ice breaker sent

If ice breakers are not set up, they just message you.

Either way, the message will appear in Kommo where you can reply.

Instagram messages in Kommo

Kommo will receive the client’s Instagram name (not the username) and profile picture. Messages sent by you directly in Instagram will be synced into the lead card the same as messages sent via Kommo.

Limitations on messaging

  1. According to Facebook’s limitations, if a client messaged you more than 24 hours ago, you can only message them using a tag.
  2. At the moment, the Messenger API for Instagram supports one tag – human_agent. It will automatically be set in your lead card if between 1 to 7 days have passed since your client’s last message.
  3. If a client messaged over 7 days ago, then you can’t reply to them.

At the moment, the integration supports:

  • Text messages
  • Images (jpg, gif, png, ico, bmp formats that are less than 8 MB in size)
  • Stickers (at the moment, the Messenger API for Instagram supports the “like_heart” sticker only)
  • Reactions to messages (at the moment, the Messenger API for Instagram supports the “love” reaction only)
  • “Shares” (Instagram image and video share)

Messenger API for Instagram also supports mentions of your company in Instagram Stories.

That way, you won’t miss any company mentions: when the client mentions your account in Instagram Stories, you’ll see it right away in the Kommo lead card and will be able to reply with a direct message.

How does it work?

  1. The client posts an Instagram story and mentions your business-account:

    Instagram Story mention

  2. Here’s what you see in Kommo:

    Lead card with a Story

  3. You can click on the Story and watch it:

    Story from the Lead card

Important note: The same as in Instagram, Stories are only available to watch in Kommo for 24 hours or until the author deletes them. If you’ll try to open an expired or deleted Story, you’ll see the “Instagram Story is no longer available” notification.

Another feature supported by the Messenger API for Instagram is quick-reply buttons.

Create messages with quick-reply buttons so your client can reply with a single tap, and you receive the reply as a message in Kommo.

You can set up quick-reply buttons using Salesbot.

You can configure up to 13 buttons, each up to 20 characters long.

Kommo SalesBot with buttons

Read more about how to set up Salesbot and what you can do with it.

Here’s how these messages look to your lead:

Quick-reply buttons on Instagram

When the lead taps the button, the text will be sent to you as a message in Kommo.

​​Possible problems/solutions

How to add and verify a Facebook email

To check that click on the drop-down sign in the right top corner, then click Settings & Privacy -> Settings -> General.

settings and privacy facebook

If the “Contact” field has a phone number instead of an email, click on the field to add one.

checking email facebook

Do not forget to verify your email once added – Facebook account cannot be connected to Kommo before that.

Need more help in setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us on Facebook.

Not a user yet? Visit our tour page or contact us for a demo.