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Connect Instagram, and your AI receptionist replies to the direct messages people send your business’s Instagram account. It uses the knowledge, rules, services and employees it uses on calls and in the website chat, and it can book appointments.
You need an Instagram professional account: a business or creator account. A personal account can’t connect.

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Connect Instagram

1

Open Integrations

In the dashboard, open Manage > Integrations.
2

Start the connection

Find Instagram and click Connect. Only owners and admins can connect it.
3

Authorize Instagram

Log in to the Instagram account and approve access to its profile and messages.
4

Check the card

Back in LobbyStack, the card shows the account your receptionist answers for.
A LobbyStack business answers one Instagram account, and an Instagram account belongs to one business. If another business already connected the account, LobbyStack tells you it’s in use.

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What your receptionist answers

  • It replies in the language of the person’s latest message.
  • It doesn’t reply to a message that only closes the conversation, such as “ok”, “thanks” or an emoji.
  • It replies within 24 hours of the person’s last message. Instagram doesn’t let a business reply after that.
  • After 15 replies in 5 minutes, it pauses the conversation and alerts your team. That pattern usually means another business’s assistant is answering back.

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Reply yourself

Instagram conversations appear in Messages with an Instagram icon, and the Instagram filter shows only them. When you reply in a conversation, you take it over, and the receptionist stops answering it. Click Resume AI to hand it back. Each person who messages your account appears in Contacts as an Instagram user. Instagram doesn’t share their name or phone number.

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Reconnect or disconnect

Instagram access lasts 60 days, and LobbyStack renews it before it runs out. If Instagram stops accepting it, the card shows that reconnect is required, and your team gets an alert. Click Reconnect and authorize Instagram again. To stop answering Instagram messages, click Disconnect on the card. Conversations you already received stay in Messages, but you can no longer reply in them. The same happens to the old account’s conversations when you connect a different account. When someone writes to your connected account again, their message starts a new conversation.

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Self-hosting

The Instagram card appears only when your server has a Meta app. Create one with the Instagram product and Instagram Business Login, then set these variables on the admin and the worker: In the Meta app, set the webhook callback URL to APP_BASE_URL followed by /api/webhooks/instagram, and subscribe to the messages field. Before businesses other than your own can connect, Meta has to approve the app’s instagram_business_manage_messages permission through App Review.