Instagram channel
Updated August 24, 2026
An Instagram channel brings direct messages from one Instagram account into the Pluspoint Inbox. It can bring in the stories people mention you in as well. Instagram connects through the Facebook Page it is linked to, so setup uses the same Facebook integration as Messenger.
Before you start
- You need to be the account Owner, or belong to a team with full settings access.
- At least one Team with messaging access must exist — see Teams.
- The Instagram account must be a professional business account that is linked to a Facebook Page.
- The account needs an active Facebook integration, and that Page must have been granted to Pluspoint during the Meta sign-in. See Facebook and Instagram.
- Each Instagram account can be used by only one Instagram channel.
Where to find it
Settings (left sidebar, footer area) → Channels tab, or go to https://app.pluspoint.io/account-settings/channels.
Connect Facebook first
Instagram has no separate integration — it rides on the Facebook one. If Instagram is greyed out in the channel picker:
- Go to Settings → Integrations, or https://app.pluspoint.io/account-settings/integrations.
- Select Add integration, choose Facebook, and select Connect.
- In the Meta pop-up, grant access to the Facebook Page that your Instagram account is linked to.
- In the Manage integration modal, connect each profile from this account to a Pluspoint location.
Create the channel
- Select Add new channel.
- Choose Instagram and select Continue.
- Complete the form:
- Channel name — required.
- Facebook page — required. The dropdown lists only Pages with a linked Instagram account. Pages whose Instagram account already belongs to another channel are left out.
- Team — required. Only teams with messaging access are listed.
- Receive story mentions — on by default. Leave it on and stories that mention your account arrive as conversations. Switch it off to receive direct messages only.
- Link this channel to a location or brand — optional.
- Select Done.
Saving subscribes the parent Facebook Page to Meta’s webhooks. If that call fails, Pluspoint removes the channel again and shows the error.
Rules worth knowing
- One Instagram account, one channel.
- The page cannot be changed after creation. To use a different account, create a new channel.
- Instagram is inbound only. You reply inside a thread the customer started; you cannot open an Instagram conversation from Pluspoint.
If the channel disconnects
If Meta revokes the token, every Messenger and Instagram channel on that Facebook account is set to Disconnected. Their unfinished campaigns are marked failed, and Pluspoint emails the account.
Go to Settings → Integrations and select Reconnect on the Facebook row. Channels return to working order automatically for every Page the reconnected account still manages.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Instagram greyed out in the channel picker | No active Facebook integration on the account. | Connect Facebook under Settings → Integrations. |
| ”No Instagram pages found” | The selected Facebook Page has no Instagram account linked to it. | Link the Instagram professional account to that Page in Meta, then reconnect the integration. |
| Your Page is missing from Facebook page | The Page has no linked Instagram account, was not granted during sign-in, or its Instagram account already belongs to another channel. | Grant the Page during a reconnect, or free up the existing channel. |
| ”This page is already connected to another channel.” | Another Instagram channel uses this account. | Edit that channel instead, or delete it first. |
| ”Facebook is not authenticated” | The Facebook token is no longer valid. | Reconnect the Facebook integration and create the channel again. |
| Direct messages arrive but story mentions do not | Receive story mentions is off. | Edit the channel and switch it on. |
| Nothing arrives at all | The Instagram account is personal rather than professional, or it is not linked to the Page. | See Instagram won’t connect to Inbox. |
| Card shows Disconnected | Meta revoked access for the Facebook account. | Reconnect the integration; the channel returns automatically. |