Why bring Instagram into a shared inbox
A busy Instagram account mixes customer questions with collaborations, spam and fan mail. Moving the conversations into a support inbox lets the right people own them, keeps answers consistent through saved replies, and stops a customer's order question disappearing under new message requests.
How Instagram works in Frosvo
Professional accounts
Connect an Instagram professional account linked to your Meta app. Frosvo verifies each incoming event with your app secret.
Short, clear replies
Instagram accepts messages up to 1,000 characters. A longer reply is stopped with a clear error instead of being cut off on the way.
Assignment and notes
Give the conversation an owner, discuss it in private notes and tag it for reporting.
Same customer, every channel
A customer who wrote by DM and later by website chat keeps one history, so nobody asks for their order number twice.
Copilot on Plus
Copilot drafts a reply from your knowledge base for the agent to edit and send.
Connect Instagram in a few steps
In the desk: Channels → add Instagram. Credentials are stored encrypted and never shown again in full.
- Connect a professional Instagram account to your Meta app.
- Grant messaging permissions and complete required app review.
- Subscribe to messages and verify the callback.
Replies on this channel can be up to 1,000 characters.
One inbox for every conversation
Instagram is one of 13 channels that share the same inbox as your website chat. Website visitors can be answered first by the AI assistant, which hands over to your team with the reason. Messages from Instagram go straight to the team, who work them with assignment, private notes and saved replies in the shared inbox, and see every earlier conversation on the contact’s profile.
Questions about Instagram
Can I connect a personal Instagram account?
No. Meta only allows messaging through the API for professional (business or creator) accounts connected to a Meta app.
Do I need Meta's app review?
Depending on how your app is set up, Meta may require review for the messaging permissions before customers outside your team can use it.
Does Frosvo reply to Instagram DMs automatically?
No. Your team answers Instagram conversations. The AI assistant answers chats on your website.