Where it lives
Conversations live in Inbox in the left menu, under the Clients group. Website chat, Instagram and Messenger threads sit together there, each tagged with where it came from. Connecting the accounts happens under Settings›Account›Connected apps; if nothing is connected yet, the Inbox shows a prompt that takes you straight there.
Connect your channels
Open Connected apps
Under Settings › Account › Connected apps, click Connect Instagram & Messenger.
Sign in with the Facebook account that manages your Page
Approve the connection when Facebook asks. Your Instagram business account needs to be linked to a Facebook Page; that's how Instagram messaging works, and Facebook walks you through it if it isn't.
You'll see: both channels listed as connected, with the Page and account names.Sally starts answering
New DMs appear in Inbox and Sally replies using the same services, prices and hours she uses on your website. Bookings drop straight into your calendar.
You'll see: a reply within seconds, day or night, and the customer none the wiser about which app it came through.
What you stay in charge of
- Take over any threadReply yourself; Sally steps back
- How she soundsVoice & greeting applies here too
- Anything unusualHanded to you, not guessed
- Disconnect any timeSame card under Connected apps
Connecting changes nothing for your customers. They keep messaging you where they already do; the only difference is that now the message gets a useful reply around the clock. Open a thread and type, and Sally stays quiet on that conversation until you hand it back.
What it won't do
Common questions
Instagram isn't showing as an option
Your Instagram needs to be a business or creator account linked to a Facebook Page you manage. Check in the Instagram app under Settings › Business tools, then reconnect.
Will Sally reply to old messages?
No. She only answers messages that arrive after you connect. Anything already in your DMs stays for you to handle.
Can staff see the Inbox?
Managers can. Staff logins see their own day and bookings but not customer conversations. Roles are set under Team.
Still stuck on this?
Tell us which step the connection stopped at and what Facebook said on screen.
Send us a message