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Before you start

  • A professional Instagram account (Business or Creator). You can switch for free in Instagram’s settings.
  • Owner access in Frictionless. Only a workspace owner can connect channels.
  • The Starter plan or above.
1

Log in with Instagram

In Frictionless, open Channels → Instagram and click Log in with Instagram. Allow Frictionless to manage your messages. This works on a phone too: Instagram opens in the same tab and sends you back.
2

Allow access to messages

In the Instagram app, turn on Settings → Messages and story replies → Message controls → Connected tools → Allow access to messages.
3

Try it

From another account, send yours a DM. It appears in your inbox with an Instagram badge. Reply from Frictionless or from the Instagram app; both show up.

How it works

  • 24 hours to reply. Meta lets business tools answer within 24 hours of the customer’s last message. After that, wait for them to write again.
  • One inbox. Messages you send from the Instagram app also show in Frictionless, so your team sees the whole chat.

If it doesn’t work

Check Allow access to messages is on under Connected tools in the Instagram app, then send a new DM.
Switch to a Business or Creator account in Instagram’s settings, then click Log in with Instagram again.

Disconnect

Open Channels → Instagram and click Disconnect. Past conversations stay in your inbox.