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Connect your Instagram Business or Creator accounts to sync DMs into Unibox and respond with AI. A workspace can connect several accounts, and each one can have its own chat agent. This helps agencies and businesses with more than one location.

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What it does

  • DM sync — Instagram direct messages appear in Unibox alongside calls and other conversations
  • AI responses — Your agents can respond to Instagram DMs automatically
  • Unified inbox — Manage all conversations from one place
  • Several accounts — Connect more than one Instagram account in the same workspace, each with its own agent

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Requirements

  • An Instagram Business or Instagram Creator account
  • A Facebook Page linked to your Instagram account
  • Admin access to the Facebook Page
Instagram’s API works through Facebook Pages, so you’ll connect via Facebook first.

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How to connect

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1. Connect Facebook

  1. Go to Integrations in the sidebar
  2. Open Instagram and click Connect Instagram
  3. Sign in with your Facebook account
  4. Grant access to your Facebook Pages

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2. Pick the account to add

After connecting Facebook, you’ll see a list of your Facebook Pages that have a linked Instagram account:
  1. Select the Page connected to the Instagram account you want to add
  2. Click Save Page
  3. Your Instagram DMs will start syncing to Unibox
Changed your mind? Click Cancel to stop the setup. If the list is empty, no Page on that Facebook login has a linked Instagram account. Click Reconnect Facebook to sign in with a different login.

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Add another account

Once one account is connected, the Instagram panel lists every connected account. Click Add Instagram account and go through the same two steps for the next one. Each row shows:
  • The Instagram handle, for example @acmedental
  • The Facebook Page it goes through
  • The chat agent it is assigned to, or No agent assigned
  • Needs reconnect when the connection stopped working. Add the account again to fix it.

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3. Assign an agent

An account answers with AI only once it has a chat agent:
  1. Open the chat agent and go to its Settings tab
  2. Under Channels, pick the Instagram account
  3. Save the agent
Each Instagram account goes to one chat agent, and a chat agent has at most one Instagram account. See Chat agent channels.

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How it works

Once connected:
  1. New Instagram DMs are received via webhook and appear in Unibox
  2. Each DM goes to the agent assigned to the account that got it
  3. You can view and reply to messages directly from the dashboard
  4. If an AI agent is assigned, it can respond automatically
  5. All conversation history is tracked in one thread per contact
Unibox and Conversation Logs show which Instagram account each conversation came through, so your team knows which business the contact wrote to.

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Permissions

Nedzo requests Facebook permissions to:
  • View your Pages — To list pages with linked Instagram accounts
  • Manage Page messages — To send and receive Instagram DMs through the Page
  • Access Instagram account info — To identify the linked Instagram account

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Disconnecting

  1. Go to Integrations and open Instagram
  2. Click Disconnect on the account’s row
This removes that one account. Your other Instagram accounts keep working. It keeps your Facebook OAuth. To fully disconnect, also remove the Facebook connection. You can revoke app access from your Facebook Business settings.