Why connect Instagram DMs
Instagram is where many customers ask quick product, service, and appointment questions before they are ready to call or buy. Connecting Instagram Direct Messages to Interlinked gives those conversations a structured workflow instead of leaving them inside a social inbox.
Requirements
- An Instagram Business account.
- The Facebook Page and Meta access required to manage messaging permissions.
- An Interlinked workspace with the correct workflow selected.
- Approved catalog, service, or business context for the agent.
Setup path
1. Prepare the Instagram account
Confirm the account is a business account and that messaging access is enabled through the relevant Meta settings. The person connecting the channel should have permission to manage the account.
2. Configure the Interlinked workflow
Before publishing Instagram automation, define what the agent should do with incoming DMs. Common paths include product guidance, appointment intake, lead qualification, and handoff to a human.
3. Connect Instagram in Interlinked
Use the channel setup flow in the Interlinked dashboard and follow the Meta authorization steps. Keep setup checks visible until the channel is ready to publish.
4. Test real conversation paths
Send test DMs for the most common customer questions. Check whether the AI answers from approved context, asks the right follow-up questions, and routes exceptions to the CRM.
Recommended first tests
- Product availability or sizing question.
- Service pricing or preparation question.
- Appointment request.
- Lead qualification question.
- Human handoff request.
Operating guidance
Instagram automation should support the sales or service workflow, not replace team judgment. Use CRM manual control when the customer asks something sensitive, unusual, or outside the approved business context.