Connect and Use Instagram Comments and Mentions

Connecting your Instagram account to Re:amaze allows you to manage customer comments and mentions alongside your other support channels.

What you can do with your Instagram channel

• Reply to a public comment as a public comment.
• Visit a customer's Instagram profile by selecting their Instagram ID.
• Leave an internal note for a teammate.
• Forward the conversation to a third party.

Note: Re:amaze also supports Instagram DMs, but they must be connected as a separate channel. See Instagram Direct Messages for more information.

Connect your Instagram account

Instagram must be connected to Re:amaze through your Facebook Page. All Instagram integrations use Facebook's API.

Before connecting, your Instagram account must be set up as a Business account and linked to your Facebook Page. You can apply for a new Instagram Business account or convert your existing account to a Business account for free through your Instagram settings.

Once your Instagram Business account is connected to your Facebook Page, verify that everything is configured correctly in your Facebook Page settings.

Connect to Re:amaze

Navigate to Settings > Social Channels and select Add Social Channel. Select Connect Instagram (Via Facebook).

When prompted by Facebook, select OK and accept all permission requests. Re:amaze requires permission to read, post, and access customer profiles for Instagram. Make sure you are the full admin of the page before proceeding.

Once authenticated, you will be returned to Re:amaze to select which pages and Instagram accounts you want to connect.

Set up your import preferences

After selecting your Instagram account, scroll down to configure your import options. Select your preferred default recipients, import settings, and notification mode.

The Smart option will only import comments and messages that are questions or mentions, specifically sentences ending with a question mark or messages beginning with @. The default setting imports and notifies on all comments and messages.
Once connected, check a few conversation threads to confirm that images and comments are appearing correctly.