Connecting Instagram and Messenger

Connect your Instagram Business Account or Facebook Page to send and receive messages on those channels.

Before You Start

For Instagram:

A Meta Business Account (created at business.facebook.com)
An Instagram Business Account linked to your Meta Business Account
Admin or editor access to the Instagram account

For Messenger:

A Meta Business Account
A Facebook Page linked to your Meta Business Account
Admin access to the Facebook Page

Connection Hub

Go to Channels → Connection Hub. You'll see cards for WhatsApp, Instagram, and Messenger. Click the Instagram or Messenger card to start connecting.

Connection Flow

Click Add Instagram or Add Messenger. A Meta login popup appears. Log in with your Meta Business Account credentials.

Step 2: Asset Picker

After login, Wallin shows all Instagram accounts or Facebook Pages you have access to. You can select multiple:

For Instagram: Select one or more Instagram Business Accounts
For Messenger: Select one or more Facebook Pages

Hold Ctrl (Windows) or Cmd (Mac) to select multiple. If you have only one account/page, the picker is skipped and you move to the next step.

Step 3: Agent Assignment (Instagram and Messenger Only)

Optionally assign team members to handle conversations on this channel:

Select one or more agents from the Assign Agents dropdown
These agents will be able to reply in the Inbox
You can change assignments later in Channels → Manage Connection

If you don't assign agents now, any admin or member can reply.

Step 4: Confirm

Review your selections and click Connect. Wallin syncs your account and you're done.

Permissions Wallin Requires

During login, Meta asks for permission to:

Read messages — See incoming customer messages and comments
Send messages — Reply to customers
Manage Instagram comments and replies (Instagram only)
Manage Messenger subscriptions (Messenger only)
Access page information — Read your page/account details
Webhook subscriptions — Receive real-time notifications

These permissions are necessary for Wallin to work. We never store or share your messages outside your organization.

Connection Status

After connecting, your account appears in Connection Hub with a status badge:

Connected — Active and ready to use
Action Needed — Token expired or permission revoked; click Manage to reauthorize
Pending Setup — Connection is being configured (rare)
Disconnected — Token was revoked; reconnect to use this channel again

If you see "Action Needed", click Manage next to your account and click Reauthorize to update your connection.

Multiple Accounts

You can connect multiple Instagram accounts or Facebook Pages. Each appears as a separate connection in Connection Hub. For example:

Instagram: @myshop
Instagram: @myshop.support
Messenger: My Business Page
Messenger: My Support Page

Each connection receives its own conversations in your Inbox.

What Gets Synced

When you connect Instagram or Messenger, Wallin automatically syncs:

Recent conversations — DMs from the last 30 days appear in your inbox
Comments — Post comments appear in the Comments queue in your inbox
Account information — Your profile details and settings

Comments Queue

Instagram and Messenger comments on your posts appear in the Inbox under the Comments tab. You can:

Reply publicly — Post a public comment (visible to everyone)
Reply privately — Send a private message (creates a new conversation with the customer)
Hide — Hide the comment from your page
Dismiss — Mark it as handled without replying

Channel-Specific Settings

After connecting, go to Channels → Connection Hub → click Manage to:

Instagram: Enable story mentions, set up auto-replies, customize ice-breakers (recommended conversation starters)
Messenger: Set up auto-replies, customize ice-breakers, enable handover protocol
Both: Assign agents, view quality rating, disconnect

Next Steps

Go to Inbox to start responding to messages and comments
(Optional) Create message templates in Marketing → Templates for quick replies
(Optional) Set up Snippets in Automation → Snippets for common responses

Troubleshooting

"Connection limit reached"

Your plan limits the number of Instagram/Messenger connections. Upgrade your plan to connect more accounts.

"Token expired"

Meta access tokens expire periodically. Click Manage next to your connection and Reauthorize to refresh it.

"No accounts found"

Make sure you're logged in with an account that has access to at least one Instagram Business Account or Facebook Page.

"I don't see my page/account"

Check that you're logged in with the correct Meta Business Account. Some accounts may not be linked to your business yet in Meta Business Manager.