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API Keys Settings
Instagram lets you handle Instagram Direct messages in your Heyy Inbox. Your customers can message you on Instagram while you use the same automations, AI Employees, contacts, and campaigns as with WhatsApp, Messenger, and Live Chat.

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Requirements

Before you connect, ensure:
  • Admin role: The user who clicks Connect must be an admin with access to the Instagram account and the linked Facebook Page.
  • Professional account: The Instagram account must be a professional account (Creator or Business), not a personal account.
  • Connected to a Page: The Instagram account must be connected to a Facebook Page. See Connect Instagram to a Facebook Page.
  • Both in Business Portfolio: Both the Facebook Page and the Instagram account must be in your Meta Business Portfolio. Verify your Page in Pages in Business settings and add or link your Instagram account—see Add an Instagram account to your business portfolio. If either is not in your portfolio, add or connect them before starting the onboarding flow.

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Connecting

  1. Go to Settings → Channels in your Heyy dashboard.
  2. Click Add Channel.
  3. Select Instagram.
  4. Click Connect in the dialog.
Clicking Connect opens Meta’s Instagram onboarding flow. You’ll be asked to sign in with Facebook (if needed) and to authorize Heyy to manage messaging for your Instagram account. Complete the flow in the window that opens. When authorization succeeds, Heyy creates the channel and the dialog closes. Your Instagram channel then appears in Settings → Channels.

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About Meta’s onboarding flow

Heyy uses Meta’s embedded signup so you can connect your Instagram account to Heyy in one step. During the flow, Meta may ask you to:
  • Sign in to Facebook or confirm your account.
  • Choose the Instagram account you want to connect (you must have admin access to that account and its linked Page).
  • Grant Heyy permission to send and receive messages on behalf of that Instagram account.
If the connection fails or you don’t see your Instagram account, check that your account is a professional account, that it’s connected to a Page, that both are in your Meta Business Portfolio and Business Info is complete, and that you have the right role (Admin). For help, contact Heyy support.

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Editing

Open the channel from Settings → Channels and use the Profile tab.

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Profile

  • Internal name: A label for this channel inside Heyy (e.g. “Support Instagram”). You can edit this at any time.
  • Display name: The Instagram username (handle) as shown to customers. This is read-only and comes from your Instagram account; to change it, update your profile on Instagram.
  • Edit profile on Instagram: Use the button to open your Instagram profile in a new tab so you can edit your profile, bio, and settings on Instagram.

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Removing

Disconnecting or deleting an Instagram channel is irreversible. Heyy will no longer send or receive messages for that Instagram account. Existing conversations and history for that channel may be lost or no longer accessible. If you might need the data later, export or back up before disconnecting.
To remove an Instagram channel, go to Settings → Channels, open the Instagram channel, and use the disconnect or delete option for that channel.

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Use cases

  • Customer support: Answer questions and resolve issues on Instagram Direct. All chats appear in your Inbox.
  • Marketing and follow-up: Use campaigns to reach contacts on Instagram, or offer Instagram as a follow-up channel (e.g. from Live Chat or your website) so customers can continue the conversation where they prefer.
  • Automations: Use Instagram triggers and Instagram actions (e.g. send message, wait for reply) for welcome flows, qualification, or routing.
  • AI Employees: Assign an AI Employee to handle first-line replies on Instagram 24/7.
Ensure your Instagram account is a professional account and connected to a Facebook Page before connecting. Keep your Business Info and Meta Business Portfolio up to date so the connection goes smoothly.