The Instagram integration allows you to connect your Instagram account to your LiveAgent account. The Instagram integration allows fetching comments on your account's posts and account mentions. It is required that your Instagram account is a professional account and it is connected to a Facebook page that is already integrated into LiveAgent. If you have a personal Instagram account, it will be automatically transformed into a professional account after linking it to your Facebook page. If your Instagram account is not connected to your Facebook Page yet, see this guide to link it.

To integrate an Instagram account with LiveAgent, first activate the Instagram integration by navigating to Configuration > System  > Plugins > Instagram integration.

After activating the plugin and refreshing the panel, navigate to Configuration > Facebook & Instagram > Accounts. If you want to connect an Instagram account that is connected to your Facebook page which is not yet integrated with your LiveAgent account you can connect them together by clicking on the "Connect" button.

If you want to integrate an Instagram account for any already connected Facebook page, depending on whether your Instagram account is already connected to your already integrated Facebook page or not, the system will display a message stating there is no connected Instagram account or there is some existing connected Instagram account recognized. In both cases it is not possible to additionally activate an Instagram account for an already connected Facebook page, therefore at first, you need to remove the integrated Facebook page to re-connect it again together with your Instagram account via the "Connect" button.

After clicking on the "Connect" button, a login/authentication window will be displayed in a new pop-up browser tab outside LiveAgent. If you are not logged into your Facebook account please log in, if you are already logged in, click on the "Continue as ..." button.

On the next screen, all your Instagram accounts will be displayed. Choose which Instagram accounts you want to integrate with your LiveAgent account and click on the "Next" button.

On the next screens in the pop-up window, choose the Facebook page(s) connected to the Instagram account(s) that you've selected in the previous step. Next, a list of Instagram & Facebook permissions is displayed. Please do not deactivate any of them to avoid issues with the integration, choosing whether you want to fetch both posts' comments and account mentions will be set up in LiveAgent directly later on. Simply confirm the permissions by clicking on the "Done" button. 

Wait for the confirmation that the integration has been successfully done and click on the "OK" button. The Facebook pop-up window will be automatically closed.

It is not possible to integrate an Instagram account without integrating also the Facebook page to which the account is linked. Selecting an Instagram account but not selecting its connected Facebook page results in account unavailability in the LiveAgent panel.

Navigate back to your LiveAgent account, where a new screen to finish the integration will be displayed. Here you can choose which Instagram accounts & Facebook pages that you've integrated you want to connect, and what you want to fetch. You can choose from the following options:

  • Fetch comments (fetches comments on your account's posts)
  • Fetch mentions (fetches mentions of your account on any posts)

It is possible to fetch only comments, fetch only mentions, or fetch everything. Chosen accounts and pages can be connected one by one, or the "Connect all" button connects all Instagram accounts and Facebook pages that were integrated in the previous steps. For each account and page, you can also select a specific department in which fetched comments/mentions messages will create tickets.

In this step, you can decide to not fetch Facebook posts, comments, and private messages and fetch only comments and mentions from Instagram.

You can anytime adjust whether you want to fetch Instagram comments and mentions or not by clicking on the Edit button (Pencil icon).