Connecting Instagram to Palera

Connecting Instagram allows you to manage direct messages from your Instagram account in Palera’s unified inbox. Once connected, your team can view and respond to Instagram messages alongside other channels like SMS, Facebook, and Live Chat.

Written By Thando Nomvungu

Last updated 21 days ago

Don’t have an Instagram Professional Account? Create one using this guide.

Requirements

Before connecting Instagram, ensure you have:

  • An Instagram Professional account (Business or Creator)

  • Login credentials for the Instagram account

  • The account must be public (recommended for proper message delivery)

Personal Instagram accounts are not supported and must be converted before connecting.

How to Connect Instagram

  1. Navigate to Client Management > [Client Name] > Channels

  2. Go to the Instagram channel and click Connect.

  1. You will be redirected to Instagram:

    • Log in to the correct account

    • If prompted, switch to a Professional (Business or Creator) account


  2. Review the permissions requested:

    • Manage messages

    • Manage comments

    • Access and publish content

  1. Click Allow to grant access.

  2. You will be redirected back to Palera.

  3. Confirm the account shows as Connected.

How to Verify the Connection

  • Navigate to the Instagram channel for your client

  • Click View to see:

    • Connected account(s)

    • Connection status

    • Token expiry information

Note:

  • Instagram connections use an access token that expires (typically after ~60 days)

  • Palera attempts to auto-renew the token to avoid disruptions

  • If renewal fails, you may need to reconnect the account manually

Messaging Behaviour

  • Incoming Instagram messages will appear in the Active Conversations

  • Conversations are handled like any other channel (routing, replies, tracking)

Note on Message Requests:

  • Instagram may place messages in Message Requests instead of the main inbox

  • This can prevent messages from appearing in Palera immediately

  • To avoid this:

    • Ensure the account is public

    • Adjust Instagram message settings where possible

Managing Connected Accounts

  • You can connect multiple Instagram accounts per client

  • You can also:

    • Disconnect accounts

    • Reconnect if needed

  • Conversation history remains in Palera even after disconnecting

Key Features

  • Unified Inbox – Manage Instagram alongside all other channels

  • Multi-Account Support – Connect multiple Instagram profiles

  • Auto Token Renewal – Reduces need for manual reconnection

  • Seamless Messaging – Respond to customers in real time

Best Practices

  • Use a Business or Creator account for full functionality

  • Keep the account public to avoid message request issues

  • Periodically check connection status to avoid disruptions

  • Test messaging after setup to ensure messages are received correctly