Connect Instagram
Bring Instagram Direct messages into the inbox and let the AI agent answer them, through the Facebook Page linked to your account.
Once connected, every DM to your company's Instagram professional account lands in your inbox, and the AI agent replies in Direct. Instagram is available on Growth and Pro, and during the free trial.
Instagram messages arrive through the Facebook Page linked to the account, so the steps are close to Messenger. If you've connected Messenger, you're halfway there.
Before you start
- An Instagram Professional (Business) account linked to your company's Facebook Page.
- Your company's Meta app (the WhatsApp or Messenger one works).
- In PropDrop: you're the owner or a manager.
Steps
Make the account professional and link it
In Instagram settings switch to a Professional (Business) account and link it to your Facebook Page.
Allow access to messages
In the Instagram app on your phone: Settings → Messages and story replies → Message controls → Connected tools → turn on Allow access to messages.
Often forgotten
Without it the connection can succeed, but messages won't arrive.
System user and assets
In your Business app, use a System user (Admin) with the app and the Page assigned (as for Messenger).
Generate the token
Generate new token with expiry Never and these permissions:
instagram_basicinstagram_manage_messagespages_manage_metadatapages_show_listpages_read_engagementbusiness_management(optional)instagram_manage_comments(only for comment replies)
Connect in PropDrop
In Settings → Channels & integrations, switch on Instagram Direct and paste:
| Field | Value |
|---|---|
| System user access token | The token above |
| App secret | App settings → Basic |
| Facebook Page ID | The Page your Instagram professional account is linked to |
Click Connect. PropDrop finds the Instagram account from the Page automatically and subscribes it to messages.
The webhook in your Meta app
Messenger → Instagram settings → Webhooks: paste the Callback URL and Verify token from PropDrop, and subscribe to messages (and comments if you'll use comment replies).
Live mode and App Review
Switch the app to Live. Messaging customers who don't have a role on the app needs App Review (Advanced Access for instagram_manage_messages). Human Agent works here like on Messenger: your team can reply up to 7 days once Meta approves it, otherwise 24 hours.
Test it
From another Instagram account (not a Page admin, or a tester while the app is in review), send your account a DM. Last event updates, and the conversation shows in Conversations with the agent's reply.
No “typing…” on Instagram
Unlike WhatsApp and Messenger, Instagram customers don't see "typing…" while they wait. That's expected.