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Instagram & Messenger

Both run through your Facebook Page. Instagram DMs need an Instagram professional account linked to that Page.

Connect​

  1. Open Settings → Channels → Instagram (or Messenger) and click Connect with Facebook.
  2. Grant Loomi access to the Page. Loomi lists your Pages; pick the one to connect.
  3. Tick Messenger, Instagram, or both. One Page can serve both channels.

A Page or Instagram account can live in one workspace only. Connecting it in another workspace moves it there.

Check connection​

The channel card has a Check connection button. It asks Meta whether the Page is subscribed to messages, which Instagram account is linked, and what the access token can do. One thing it cannot check is the Instagram setting Allow access to messages, which must be on in the Instagram app under Settings → Messages and story replies → Message controls.

Message requests​

Instagram does not deliver messages sitting in the Requests folder. Accept the request in the Instagram app and later messages arrive.

What arrives​

Text, photos, videos, audio and files are stored and shown in the Inbox. Shared posts, story mentions and reels show as a short note.

Asking for a phone number​

Meta never shares the customer's phone or email, so an Instagram contact stays separate from the same person's WhatsApp record. Turn on Ask Messenger & Instagram customers for a phone number in AI settings and the AI asks once, after answering; a matching number links the contacts automatically.