Marketing & EmailUSA message in Instagram Direct, a comment under a post or a mention becomes a lead and a conversation in the CRM; the manager replies from the CRM, and the client sees the reply in Instagram.
For many companies Instagram is where clients actually write: a question under a post, a message in Direct after a story, a mention in someone's publication. Those requests live in the phone of whoever holds the account, and when that person is busy or away, they go unanswered. We connect the company's professional Instagram account to the CRM: a message in Direct becomes a lead with the sender's name and the text of the conversation, a comment under a post gets a public reply and a private message, a mention becomes a task, and the manager replies from the CRM without opening Instagram. Instagram itself notifies the connection the moment something happens, so nothing has to be checked by hand. When a conversation needs a person inside the app, it is handed over to Instagram Inbox. The account and its audience stay with the company: the owner grants the connection access and can withdraw it at any time.
Before a client writes in Direct after seeing a story, the message sits in the phone of whoever holds the account, and by evening nobody remembers who asked what.
After Instagram notifies the connection the moment the message arrives, the CRM creates a lead with the sender's name and the text, assigns the manager on duty, and the whole conversation is kept in the lead's card.
Before to answer, the manager asks for the phone with the account or signs into Instagram with a shared password.
After the manager types the reply in the CRM and the client receives it in the same Direct thread from the company's account. Instagram allows a reply within 24 hours of the client's message; if a person needs more time, the reply is marked as coming from a human agent and can be sent within 7 days, and the CRM shows how much of that window is left.
Before a question under a post gets a public 'we wrote to you in Direct' hours later, or nothing at all.
After the connection sees the new comment, the manager answers it publicly from the CRM and, if the question is better handled privately, sends the author one private message — Instagram allows it within 7 days of the comment. The person and their comment are saved as a lead, so the interest under the post is not lost.
Before a client tags the company in a publication, and the team finds out by chance a week later.
After Instagram notifies the connection about the mention, the CRM creates a task for the manager with a link to the publication, and if the client is already known, the mention is attached to their card.
Before when a conversation needs someone inside the app, the manager copies the history into a message and the client tells the story again.
After the manager hands the conversation over to Instagram Inbox, the mailbox built into Instagram, and a colleague continues it there from the company's account; the CRM keeps a note of when and to whom the conversation went, and the history stays in the lead's card.
For those who want to check: each point links to the official documentation page it comes from.
Only a professional Instagram account can be connected — a Business or a Creator account; an ordinary personal profile is not suitable for the connection.
Source: developers.facebook.com ↗ checked 2026-09-28There is a way to connect through Instagram login that needs no linked Facebook Page — the professional Instagram account itself is enough.
Source: developers.facebook.com ↗ checked 2026-09-28Direct messages work both ways: the connection receives incoming messages from clients and followers and replies to them on behalf of the account. A reply to a client's message is allowed within 24 hours of that message — this is the standard conversation window.
Source: developers.facebook.com ↗ checked 2026-09-28Instagram itself tells the connection about events as they happen: a new comment, a mention of the account, a new message in Direct.
Source: developers.facebook.com ↗ checked 2026-09-28Comments under publications: the connection reads them, replies, deletes, hides and unhides them, and can switch comments off and on for a particular post.
Source: developers.facebook.com ↗ checked 2026-09-28The author of a comment can be sent one private message within 7 days of the comment — this is how public interest is turned into a personal conversation.
Source: developers.facebook.com ↗ checked 2026-09-28The connection cannot write to a person first: a conversation in Direct starts only after the client has written to the account, so cold mailings through Instagram are not possible. A reply is allowed within 24 hours of the client's message; if a human manager needs more time, the reply is marked as coming from a human agent and can be sent within 7 days — beyond that the reply cannot be delivered until the person writes again. Only a professional account — Business or Creator — can be connected; a personal profile has to be switched first. Before the connection can serve the company's account, our application must pass Meta's check and business verification; Meta does this on its own schedule and we do not promise its length, and Instagram sends event notifications only to a published application. The account owner grants the permissions for messages and comments and turns on access to messages for connected tools in the Instagram settings — without either of these no data flows. Meta limits how often each account can be queried, which is why the connection relies on notifications from Instagram rather than constant checking. Instagram does not promise reach or replies, and neither do we.
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Marketing & EmailUSA form filled in on Facebook or Instagram becomes a lead in the CRM within seconds, with an owner assigned and the first reply already on its way.
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Marketing & EmailUSThe company's Telegram bot takes requests and answers clients, every conversation lands in the CRM, and the team gets alerts about new leads and overdue tasks in its own chat.
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Marketing & EmailUSSite and messenger chats that turn into CRM contacts, with an AI assistant on the first line and a manager on the hot ones
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Marketing & EmailUAEmail, SMS and messenger chatbots that start from what just happened in your CRM
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CRMUAUkrainian CRM that pulls orders from your site, marketplaces and chat apps into one pipeline
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Marketing & EmailUSEmail marketing that already knows who your customer is — because your CRM told it
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