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Connect Your Instagram Account

Instagram lets customers message your business on Instagram. Connecting it brings those chats into ScaleFlow Inbox, so your team (and AI) can reply in the same place as Zalo or Messenger.

You do not need to write code. ScaleFlow opens a Meta / Instagram sign-in window, you approve access, and the account appears under Connected accounts.

Before you start​

  • Access to the Instagram professional account (or Meta Business setup) you want to connect
  • Permission to manage that Instagram account / linked Facebook Page where Meta asks for it
  • Permission to manage Channels in ScaleFlow

Plan about 10–20 minutes for the first connection.

Step 1 — Open the Instagram channel page​

  1. Sign in to ScaleFlow.
  2. Open Channels in the left menu.
  3. Select Instagram.
  4. Review the Channel setup area and the Connected accounts list.

Open Insta

Step 2 — Click Connect​

  1. Click Connect.
  2. Wait while ScaleFlow shows status such as Redirecting…, Connecting…, or Waiting for authorization….
  3. If you change your mind, click Cancel.

A Meta / Instagram window should open so you can sign in and approve.

Step 3 — Sign in and approve​

  1. Sign in with the Meta / Facebook account that manages your Instagram business presence.
  2. Select the correct Instagram account (and related Page if asked).
  3. Review the permissions ScaleFlow requests.
  4. Click Continue / Allow to finish.

When it works, ScaleFlow shows a success message and the account appears in Connected accounts.

Sign in

Step 4 — Test the connection​

  1. On the Instagram row in Connected accounts, click Test.
  2. Wait for Testing… to finish.
  3. Send a real test Direct Message to your business Instagram from another personal account.
  4. Open Inbox and confirm the message arrives with an Instagram label.

Test the connection​

Manage connected Instagram accounts​

ActionWhen to use it
TestCheck whether ScaleFlow can still reach Instagram
ReconnectSign in again if messages stop arriving
Rename (if shown)Give the connection a clear internal name
DeleteRemove the connection (new Instagram messages stop coming into Inbox)

Empty list tip: if you see No connected accounts here, click Connect to add the first one.

After Instagram is connected​

  1. Add FAQs to Knowledge so AI can answer common product questions.
  2. Turn on AI Assistant when you are ready for help inside Inbox.
  3. (Optional) On Chat Widget, you can show Instagram as an extra contact button if Instagram is already connected.

Troubleshooting​

Connect window does not open​

  • Allow pop-ups for ScaleFlow in your browser, then try Connect again.

Wrong Instagram account connected​

  • Use Delete, then Connect again and carefully select the correct account.

Messages do not appear in Inbox​

  1. Click Test, then Reconnect if the test fails.
  2. Confirm Instagram messaging is enabled for your professional account on Meta’s side.
  3. Send another test DM and refresh Inbox.

I cannot see Channels or Connect​

  • Ask your admin to grant channel management permission.