The Instagram integration is available on the Startup plan and above.
Prerequisites
Before connecting, make sure you have:- A Professional Instagram account (Business or Creator). How to switch to a Professional account
- A Molin AI widget on the Startup plan or higher
Connect your Instagram account
- Open the Integrations page and expand the Instagram section
- Click Connect Instagram account
- You will be redirected to Instagram to authorize Molin AI
- Grant the requested permissions so Molin can read and respond to your DMs
- After authorization, you will be redirected back to the dashboard
How it works
Once connected:- When a customer sends you an Instagram DM, Molin AI automatically responds using the same AI and instructions that power your web widget
- All Instagram conversations appear in your Inbox alongside web chat and other channels
- If live chat is enabled, your support agents can take over Instagram conversations at any time
Disconnect your account
- Open the Integrations page and expand the Instagram section
- Click Disconnect
- Confirm the disconnection
Troubleshooting
Authorization fails
- Verify your Instagram account is a Professional account (Business or Creator), not a Personal account
- Try logging out of Instagram in your browser, then attempt authorization again
- Clear your browser cache and cookies if the issue persists
Messages are not being received
- Check that your account is still connected on the Integrations page
- Disconnect and reconnect your account to refresh the authorization