How Instagram DMs work in Yaplet
When a visitor DMs your Instagram Business account, the message appears in your Yaplet inbox as a regular conversation. Agents reply using the same message pane — replies are delivered natively inside the visitor's Instagram DM thread.
Prerequisites
- An Instagram Business account (not a personal account). If you're on a personal account, convert it to Business or Creator in Instagram Settings.
- The Instagram account must be linked to a Facebook Page in Meta Business Manager. Instagram-only connection is not supported — the Facebook Page is required as the bridge.
- Admin access to your Yaplet workspace.
Connect Instagram via Meta Integration
- Go to Settings → Meta Integration in your Yaplet dashboard.
- Click Add Facebook pages.
- In the Meta authorization dialog, log in with the Facebook account that manages your Instagram-linked Page.
- Select the Facebook Page(s) that have an Instagram account connected.
- Grant all the permissions Yaplet requests — Instagram DM access is included in the messaging permissions.
- After authorization, your connected Pages appear in the Meta Integration settings. Pages with Instagram connected show an Instagram badge alongside the Messenger badge.
- Use the widget dropdown on each Page card to assign which widget receives DMs from that Page's Instagram account.
Managing the connection
To change the widget a Page's Instagram DMs route to, update the widget dropdown on the Page card. To disconnect, click the trash icon on the Page card — this removes both Messenger and Instagram for that Page at the same time, as they share the Meta Page connection.
Troubleshooting
- Instagram badge not showing: Your Instagram account may not be properly connected to the Facebook Page. Check Meta Business Manager → Accounts → Instagram Accounts.
- Messages not arriving: Verify the Page has a widget assigned. Also confirm your Meta authorisation hasn't expired — reconnect if needed.
- Authorization failed: You need admin access to the Facebook Page, not just the Instagram account. Ask your Meta Business Manager admin to grant Page admin rights.
What's next
Facebook Messenger uses the same Meta integration — see Connect Facebook Messenger.