Instagram & Messenger

Prepare Instagram and Facebook Messenger for Omniops private rollout.

Overview

Instagram and Messenger support is built, but it is currently private-rollout and gated on Meta setup, app review, and readiness checks. Do not treat either channel as a live public customer-support path until Omniops support confirms it is enabled and ready for your account.

Once enabled and proven, Omni can respond to customer messages using the same knowledge as your website widget: products, FAQs, policies, and opening hours.

Ready conversations appear in your Omniops dashboard alongside your other channels.

Prerequisites

  • Instagram Business or Creator account — personal accounts cannot receive automated responses (this is a Meta API restriction)
  • Facebook Page connected to your Instagram account
  • Admin access to that Facebook Page

If your Instagram is still a personal account, you can switch to a Business or Creator account in the Instagram app under Settings > Account > Switch to Professional Account. It's free and takes about two minutes.

How to Connect

These steps are available only after Omniops support enables the private rollout for your account:

  1. Go to Integrations in your Omniops dashboard
  2. Select Instagram / Messenger
  3. Click Connect with Meta
  4. Sign in with your Facebook account and authorise Omniops
  5. Select the Facebook Page and Instagram account you want to connect

Once authorised, wait for the integration status and readiness checks to show the channel is ready before relying on automated replies.

What Happens After Connecting

  • Instagram DMs — once readiness passes, Omni can respond using your trained content.
  • Facebook Page messages — once readiness passes, Messenger can use the same customer-service flow.
  • Dashboard visibility — ready conversations from both channels appear in your Conversations page, alongside website widget and other messaging channels.
  • Seamless handover — if a conversation needs a human, it's escalated to your team through email or a dashboard notification.

What Omni Knows

Omni responds using everything you've trained it on:

  • Product catalogue and pricing
  • Product availability
  • FAQs and policies
  • Opening hours and contact details
  • Any custom Q&A pairs you've added

Once the channel is ready, responses use the same knowledge and tone as your website widget.

Limitations

  • Personal Instagram accounts are not supported. Meta's API only allows automated messaging for Business and Creator accounts.
  • Story replies and mentions are not currently handled — only direct messages.
  • Meta review — Meta app review and channel readiness must be complete before automated public replies can be trusted.