Instagram Setup

Last updated: June 2026

The Instagram integration allows customers to contact your support team through Instagram Direct Messages. Incoming messages are captured as i-net HelpDesk tickets and answered from the Tickets application.

Instagram Messenger Integration

Prepare the Meta app

Before configuring Instagram in i-net HelpDesk, you need an Instagram Professional account and a Meta app with Instagram messaging access:

  1. Sign in at Meta for Developers.
  2. Create or open an app that is allowed to manage Instagram messages.
  3. Make sure the Instagram account is a Business or Creator account and grant the app the instagram_business_manage_messages permission.
  4. Note the following values from Meta:
Value Where to Find
Instagram account ID Instagram API setup, Graph API Explorer, or the account connection response
Instagram access token Instagram API setup, App Dashboard, Graph API Explorer, or a system-user token for production
App Secret App Settings → Basic
Webhook Verify Token A password of your choice. Enter the same value later in i-net HelpDesk and in Meta

Note: Instagram conversations can only be answered after the Instagram user has contacted the professional account.

Configure in i-net HelpDesk

  1. Open Configuration → Communication → Messenger Channels.
  2. Click Add Messenger... and choose Instagram.
  3. Enter the values from Meta in the Account and Connection groups:
Field Group Description
Enabled Account Turns the Instagram account on or off
Webhook URL Account Shown automatically. Enter this URL later in Meta
Ticket resource Account Optional. Resource for new tickets from this channel
Instagram access token Connection Instagram access token from Meta
Instagram account ID Connection Instagram account ID from Meta
App secret Connection App secret from Meta
Webhook verify token Connection Your chosen password
  1. Set Enabled and click Validate in the Connection group.
  2. If Connection valid. appears, confirm the account dialog with OK.

Important: The External server URL in i-net HelpDesk must be reachable from the internet via HTTPS before you configure the webhook in Meta.

Note: Currently, one Instagram account can be configured per i-net HelpDesk installation.

Configure the webhook in Meta

After confirming the account in i-net HelpDesk, complete the connection in Meta:

  1. Open Meta for Developers and select your app under My Apps.
  2. Open the Instagram webhook settings for your app.
  3. Enter the Webhook URL from i-net HelpDesk as Callback URL.
  4. Enter the same value as Webhook verify token in i-net HelpDesk as Verify token.
  5. Click Verify and save.
  6. Subscribe to at least messages under Webhook fields for the Instagram account.

When the account is validated or applied, i-net HelpDesk also attempts to subscribe the app to the Instagram account's messages webhooks.

Note: Enter the App secret only in i-net HelpDesk, not in the Meta webhook form.

Commands for customers

Customers can send these text commands:

  • /finish – Closes the current support ticket
  • /support – Requests human support for the current ticket. This is mainly useful when Messenger AI answers first or when an AI conversation should be handed over to support staff

Troubleshooting

  • No messages in i-net HelpDesk: Check callback URL and messages subscription in Meta and the external server URL in i-net HelpDesk. Use Validate in i-net HelpDesk.
  • Verification fails in Meta: The verify token must match exactly in Meta and i-net HelpDesk. The account must be Enabled and confirmed with OK.
  • Replies are not delivered: Check whether the Instagram access token is still valid.