← Back to the connection guide
1. Before you start
Instagram is connected together with your Facebook Page, in the same window. For your account to appear, it must meet three conditions:
- Be professional (business or creator). Personal accounts cannot be connected.
- Be linked to your Facebook Page.
- Allow access to messages from connected tools.
2. How to meet each condition (in the Instagram app)
2.1 Switch to a professional account
Your profile → ☰ menu → Settings and activity → Account type and tools → Switch to professional account → choose Business and your business category. You don't lose followers or posts.
2.2 Link it to your Facebook Page
Your profile → Edit profile → Page → choose your business Page. You can also do it from the Facebook Page → Settings → Linked accounts → Instagram.
2.3 Allow access to messages
☰ menu → Settings and activity → Messages and story replies → Connected tools (or “Message requests”, depending on the version) → turn on Allow access to messages. Without this, direct messages won't reach SocialChat365.
3. Step by step
- Follow the Facebook step by step.
- When Meta asks you to choose Instagram accounts, select your business account and keep all permissions on.
- Back in SocialChat365, the Page will appear with your Instagram @username next to it. When you connect the Page, its Instagram is connected with it.
- Test: from another Instagram account, send a direct message to your account. It should appear in your SocialChat365 inbox.
4. What SocialChat365 does and doesn't do
- ✅ Receives and replies to direct messages, with your team or your AI assistant.
- ✅ Reads and replies to comments on your posts.
- ✅ Publishes to your account the content you create and approve.
- ⚠️ As with Messenger, you can only reply within 24 hours of the customer's last message.
- ❌ It does not work with personal accounts.
5. Common errors
| What happens | Why | What to do |
|---|---|---|
| My Instagram doesn't appear in Meta's window | The account is personal or not linked to the Page | Meet conditions 2.1 and 2.2 and connect again |
| It shows as connected, but direct messages don't arrive | Access to messages is not allowed | Turn on the option in 2.3 |
| Messages arrive, but comments don't | You turned off a permission in Meta's window | Connect again and keep all permissions on |
| My Instagram is linked to another Page | Each Instagram account can be linked to only one Page | Link it to the Page you will connect to SocialChat365 |
6. How to disconnect
Disconnecting the Page in SocialChat365 (FB/IG account → Disconnect) also disconnects its Instagram. In the Instagram app you can also turn off “Allow access to messages”.
This is an English translation. In case of discrepancy, the Spanish version prevails. Screenshots are shown in Spanish.