Instagram DM Automation

Overview

Automate your Instagram Direct Messages to respond to customers instantly, capture leads, and provide 24/7 support. This guide walks you through connecting your Instagram account and setting up automated responses.

Prerequisites

Before you begin, ensure you have:

• An Instagram Professional Account (Business or Creator)
• A Facebook Page connected to your Instagram account
• Admin access to the Facebook Page

Note: Personal Instagram accounts cannot be connected. You must convert to a Professional account first.

Step 1: Connect Instagram Account

Navigate to Channels

1. Go to Channels in the sidebar
2. Click on Instagram
3. Click Add Account

Choose Connection Method

You can verify your Instagram account using two methods:

Method A: Using Facebook Login (Recommended)

1. Click Connect with Facebook
2. Log in to your Facebook account
3. Select the Facebook Page linked to your Instagram
4. Grant the required permissions:
   • Manage Pages
   • Instagram Basic
   • Instagram Manage Messages
5. Click Done

Method B: Using Instagram Login

1. Click Connect with Instagram
2. Log in to your Instagram Professional account
3. Authorize ChatMaxima to access your account
4. Grant messaging permissions
5. Click Allow

Verify Connection

After connecting, you should see:

• Your Instagram account name
• Profile picture
• Connection status: Connected

Step 2: Create a Chatbot

Open ChatMaxima Studio

1. Go to ChatMaxima Studio in the sidebar
2. Click Create New Bot
3. Select Instagram as the channel
4. Name your bot (e.g., "Instagram Support Bot")

Design Your Flow

Welcome Message

Start with a greeting when someone DMs you:

Hi {{contact.name}}\! 👋

Thanks for reaching out. How can I help you today?

Quick Replies

Add quick reply buttons for common queries:

• Product Information
• Support
• Book Appointment
• Talk to Human

Build Conversation Flow

Example flow structure:

Welcome Message
    ├── Product Info → Show catalog → Collect interest
    ├── Support → FAQ → Create ticket if needed
    ├── Appointment → Show calendar → Confirm booking
    └── Human Agent → Transfer to inbox

Add AI Responses (Optional)

1. Add an AI Response node
2. Connect to your Knowledge Source
3. Configure fallback for unanswered questions

Test Your Bot

1. Click Preview in the top right
2. Simulate a conversation
3. Verify all paths work correctly
4. Check variable capture

Publish the Bot

1. Click Publish
2. Confirm the bot is ready
3. Note: Don't assign to channel yet

Step 3: Connect Chatbot to Instagram

Open Channel Settings

1. Go to Channels → Instagram
2. Find your connected account
3. Click Manage Account (⚙️ icon)

Configure Actions

In the account settings, you can configure:

Setting	Description
Auto-reply	Enable/disable automated responses
Business Hours	Set when bot is active
Welcome Message	First message to new conversations
Away Message	Response outside business hours

Connect Your Bot

1. Click Connect Bot
2. A dialog will appear with your available bots
3. Choose Bot from the dropdown
4. Select the Instagram bot you created
5. Click Save

Verify Bot Assignment

Your Instagram account should now show:

• Connected Bot: [Your Bot Name]
• Status: Active

Testing Your Automation

Send a Test Message

1. Open Instagram on your phone
2. Go to your business profile
3. Send a DM to yourself (or use a test account)
4. Verify the bot responds automatically

Check in ChatMaxima

1. Go to Inbox
2. Filter by Instagram
3. You should see the test conversation
4. Verify bot responses in the chat

Automation Features

Story Mentions

Automatically respond when someone mentions you in their story:

1. Go to Manage Account → Story Replies
2. Enable Auto-reply to mentions
3. Set your response message

Story Replies

Handle replies to your stories:

1. Enable Story Reply Automation
2. Create a flow for story interactions

Comment Automation

Respond to comments on your posts:

1. Enable Comment Replies
2. Set trigger keywords
3. Configure DM responses

Best Practices

Response Timing

• Respond within seconds for best engagement
• Set realistic expectations for human handoff
• Use typing indicators for natural feel

Message Content

• Keep messages concise (Instagram has character limits)
• Use emojis sparingly but effectively
• Include clear call-to-actions

Compliance

• Follow Instagram's messaging policies
• Don't send promotional messages without consent
• Respect user privacy
• Provide easy opt-out options

Troubleshooting

Bot Not Responding

1. Check channel connection status
2. Verify bot is published and assigned
3. Check business hours settings
4. Review bot flow for errors

Connection Issues

1. Re-authenticate if token expired
2. Verify Facebook Page permissions
3. Ensure Instagram account is Professional
4. Check if Page and Instagram are linked

Messages Not Appearing

1. Check Inbox filters
2. Verify channel is enabled
3. Review webhook status in settings

Next Steps

• Create advanced bot flows →
• Set up Knowledge Source for AI →
• Configure team assignment →
• View Instagram analytics →