Instagram DM Integration

The Instagram DM integration lets direct messages coming to your professional Instagram account be answered by the HaveAI assistant. The standard setup uses the Zernio-supported easy connection.

Before You Start

Your Instagram account must be a professional account of the Business or Creator type. The person who will connect the account needs the required management access.

In the method where you log in directly with Instagram, you do not need to create a Facebook Page. In the advanced method where the connection is made through Facebook, the relevant Instagram account must be connected to a Facebook Page.

Easy Connection with Zernio

Open the Instagram section

Open the Instagram section in the HaveAI panel.

Start the connection

Press the connection button.

Authorize

In the Zernio connection flow that opens, authorize your Instagram account.

Select the account

Select the correct professional account and grant the necessary permissions for messaging.

Check the username

Return to HaveAI and check the connected username.

Zernio is the service that lets your account connect to HaveAI. You may see the Zernio name during the connection. In the standard setup, you do not need to create your own Meta developer app or copy the access token manually.

Try the First Message

Send a short DM from another Instagram account to the account you connected. Check that the answer arrives in Instagram and the conversation appears in the HaveAI panel.

Instead of messaging yourself from the business account, test from a different account. This way you can check the flow the customer will use.

Messaging Scope

This integration is used to handle direct messages coming to your account. Instagram's messaging permissions, response times and content rules apply. Replying to a new DM and sending a message again after a long time may not be subject to the same conditions.

If you want to use a different scenario, such as automatically starting a direct message from comments, check with the HaveAI team whether this is supported for your account and connection method.

Advanced: Connection with Your Own Meta App

If you manage your own app, open the Advanced option in the Instagram section. Follow the steps of the login method you chose together; do not mix the app information and permissions of the two methods.

Direct Login with Instagram

In your Meta app, use the Instagram API with Instagram Login setup. Save the Instagram app ID and secret the panel requests. Then complete the webhook settings, create your access token with the necessary messaging permissions and connect through the panel.

In this method, the basic account and messaging permissions use the names instagram_business_basic and instagram_business_manage_messages. A Facebook Page connection is not required.

Login through Facebook

If your Meta app uses the Facebook Login method, prepare the Facebook Page your Instagram account is connected to. Save the relevant app information and access token in the panel; among the listed pages, select the one connected to the correct Instagram account.

In this method, instagram_basic, instagram_manage_messages and the permissions required for page access are used. Follow the permission list and webhook steps from the advanced setup guide in the panel.

Access may be limited in test mode

In Meta's test-mode apps, account access can be limited. Working with a test account does not mean you can receive messages from all customers; before going to general use, complete your app's required permission and access status.

For login methods, you can make use of Meta's Instagram API guide.

Reconnection and Troubleshooting

If you see a warning in the panel that access has expired or re-authorization is required, reconnect your account.

If messages do not arrive, check that the correct Instagram account is connected and that messaging permissions are granted. In the advanced setup, also review the webhook settings.

If a message appears in the panel but the AI does not answer, check the assistant's working status, usage limits and whether the conversation is with an agent. If an answer comes but its content is insufficient, update the information in the AI Training section.

Removing the Connection

Use the remove-connection option in the Instagram section and check the connection status in the panel. Removing the HaveAI connection is not the same as deleting your Instagram account.