The Instagram integration brings direct messages, story replies, story mentions and post comments from an Instagram professional account into the VGraple CRM shared inbox, where they get the same assignment, tags, notes, automation and AI as WhatsApp. It is native: VGraple CRM connects through Meta's own OAuth flow and the Instagram Messaging and Comments APIs, with no third-party bridge.
What syncs
| Data | Direction | Timing |
|---|---|---|
| Direct messages, story replies, story mentions, media and reactions | Instagram to VGraple CRM | Real time, by Meta webhook |
| Replies from agents, flows and the AI | VGraple CRM to Instagram | Immediate, inside Meta's reply window |
| Comments on posts and reels, with the post context | Instagram to VGraple CRM | Real time |
| Public comment replies, hides and deletes; private replies to a commenter | VGraple CRM to Instagram | Immediate |
| Sender name and profile photo | Instagram to VGraple CRM | Resolved by a rate-limited background sweep |
| Echoes of replies sent from the Instagram app | Instagram to VGraple CRM | Real time |
Setup
- Go to Settings, then Channels, and in the Meta connection section click Connect Messenger, Instagram, or Lead Ads, then Connect via Facebook. One OAuth flow covers Messenger, Instagram and Lead Ads.
- In the Facebook Login pop-up, choose the Facebook Page linked to the Instagram professional account and grant the requested permissions.
- Click Connect on that Page. An Instagram channel card appears showing the linked handle.
- Turn on the Instagram DMs toggle to route messages, story replies and mentions into the inbox. Turn on IG Comments to bring comments into the Comments view.
- Optionally enable the AI assistant and knowledge base for the Instagram channel under chatbot settings, and build comment automations (keyword reply, DM the commenter, hide spam).
- Send yourself a test DM and leave a test comment; both should appear within seconds.
Who uses it
Brands and creators with an active Instagram presence: fashion and beauty, restaurants, fitness, salons, real estate, coaching. Instagram conversations start from stories, reels and ads, and the integration turns those replies and comments into inbox conversations that a team can answer, automate and hand to WhatsApp for orders and bookings.
Three recipes
- Comment containing "price" on a reel -> public reply plus a DM with the catalogue. A comment automation matches the keyword, replies publicly ("Sent you a DM"), and sends a private reply with the product and a wa.me link to continue on WhatsApp.
- Story reply from a new person -> AI answers from the knowledge base, escalates on "order" or "refund". The AI handles product questions in the customer's language and hands complaints to a person with a summary.
- DM asks for a booking -> flow offers slots and creates an appointment. A flow on the Instagram channel collects service and time with buttons, creates the appointment, and the confirmation goes out on WhatsApp if the customer shares a number.
Story replies and mentions
Replies to your stories and mentions of your account in someone else's story arrive as conversations with the story attached, which makes them a strong sales signal: the person chose to react. Route them to a sales team with an assignment rule keyed on the Instagram channel, and use a flow to answer the common "price?" reply with the product and a booking or WhatsApp link.
Limits and gotchas
- Meta's 24-hour reply window applies to Instagram DMs; the Human Agent tag extends it to 7 days once Meta approves your account (applied automatically, not a toggle).
- Profile names and photos depend on a Meta app-level quota shared across all organisations; placeholders are normal for a short time.
- Instagram media URLs expire; VGraple CRM stores media so old conversations keep their images.
- Comment automation replies count as your account's public activity; keep them useful to avoid Instagram's spam detection.
- Instagram messaging has no per-message charge; WhatsApp follow-ups you send are billed by Meta as usual.
The Instagram DM guide and the comments guide cover every setting.