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Instagram DM Integration with Vtiger CRM

Learn to integrate your Instagram account with the Vtiger Live Chats Add-on for direct messaging.
L
Lavanya R
16 May, 2025 - Updated  14 days ago

Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

Integrating Instagram Direct Messaging (DM) with Vtiger CRM's Live Chats Add-on enables businesses to manage customer interactions from Instagram within the CRM platform. This integration streamlines communication, enhances customer engagement, and centralizes social media interactions for improved efficiency.

To integrate Instagram DM with Vtiger CRM, you must have a Facebook Page for your business and a Professional Instagram account as prerequisites. You need to link your Instagram account to your Facebook page. Then, enable your Instagram account in Vtiger CRM to receive direct messages from customers. Messages are received in the Live Chats console of the CRM. 

The Live Chats module in the CRM allows agents to send and receive messages from social media visitors. The visitors can message from any social media platform like Facebook, Instagram, Twitter, etc.

To learn more about Live Chats, click here. 
To learn more about creating a Facebook Business Page, click here.
To learn more about Instagram integration in Vtiger CRM, click here.

Note: The Live Chats Add-on in Vtiger CRM integrates with Facebook, Twitter, and Live Chats. 

Requirements

You will need the following to integrate Instagram with Vtiger CRM:

  • Have an Instagram business account. 
  • Have a Facebook business account.
  • Have a Facebook business Page

Benefits of Instagram DM Integration

  • Unified Messaging: Handle Instagram DMs alongside other channels within Vtiger for seamless communication.
  • Faster Engagement: Chat in real time to boost responsiveness and build stronger customer relationships.
  • Lead Conversion: Turn Instagram chats into CRM Leads or Contacts for easier follow-ups.
  • Agent Efficiency: Give agents full context with customer history and notes during chats.
  • Rich Media Support: Share images, videos, and files directly through Instagram DMs in CRM.
  • Conversation Analytics: Gain insights from DM interactions to enhance future engagement.

In this article, you will learn about:

  • Using the Live Chat Console 
  • Integrating Instagram DM with Vtiger CRM
  • Messaging using Live Chats
  • Disabling Instagram DM in Vtiger CR

Key Terminology

 

Key Term

Definition

Facebook Business Page

It is a platform for businesses, brands, organizations, and public figures to publish content to establish their presence and engage with their audience.

Instagram 

A social media platform allows individuals, businesses, influencers, and organizations to share content (photos and videos) with their followers.

Followers

Followers on social media accounts are users who have chosen to subscribe to your account and receive updates on the content you share.

Direct Message

A message is sent directly from one user to another on social media apps.

Live Chats Console

A messaging platform in Vtiger CRM is used to send and reply to messages from website visitors.
 

Using the Live Chats Console

The Vtiger Live Chats Console provides a user-friendly interface for managing and engaging in live conversations with social media visitors. The visitors can be from any Social media platform like Facebook, Instagram, or Twitter. 

The Live Chats Console lets agents view and manage incoming chat requests in real-time. Agents can see the visitor's information, including their name, email address, and the page they are browsing.

The Console records chat transcripts, allowing agents to review past conversations for reference or follow-up. This feature helps maintain continuity and provides a comprehensive view of customer interactions.

Agents can share files or documents with social media visitors during chat sessions. This capability enables agents to share additional information or support materials with their customers.

Installing Vtiger Live Chats

You need to install Vtiger Live Chats from the Extension Store. 

Follow these steps to install Vtiger Live Chats:

  1. Log in to the CRM. 
  2. Click User Profile in the top right corner of the screen.
  3. Click Settings. The Settings page opens. 
  4. Go to Extensions.
  5. Click Add-ons.
  6. Search for the Vtiger Live Chats.
  7. Click Try for 15 days. The Are you sure you want to install/upgrade this Add-on? pop-up window opens.
  8. Click Yes. 

A successfully installed message will be displayed.

Once you have installed it, you can find it under Essentials> Conversations> Live Chats.

Installing Live Chat plugin for Instagram DM

To use Instagram for direct messaging, you must install the Live Chats plugin for Instagram DM from the Extension Store. 

This add-on lets Live Chat agents reply to Instagram DMs within the console. 

Follow these steps to install Live Chats for Instagram DM:

  1. Log in to the CRM. 
  2. Click User Profile in the top right corner of the screen.
  3. Click Settings.
  4. Go to Extensions.
  5. Click Add-ons.
  6. Search for the Live Chat plugin for Instagram DM.
  7. Click Buy. The Are you sure you want to install/upgrade this Add-on? pop-up window opens.
  8. Click Yes. 

After installation, find the Live Chats plugin for Instagram DM under the Live Chats module.

After installing the Live Chats plugin and Vtiger Live Chats, you can integrate Instagram DM with Vtiger CRM.

Integrating Instagram DM with Vtiger CRM

To integrate Instagram DM with Vtiger CRM, you must have a Facebook Page for your business and a Professional Instagram account as prerequisites. Once these two are created, you can link the Instagram account to the Facebook page.

Let us now see how you can integrate with Vtiger CRM.

Follow these steps to integrate Instagram DM with Vtiger CRM:

Step 1: Switch to a Professional Instagram Account
Step 2: Create or Use a Facebook Business Page
Step 3: Link Your Instagram Account to Your Facebook Page
Step 4: Integrating with Vtiger CRM

Switch to a Professional Instagram Account:

Follow these steps to switch from a Personal to a Professional Instagram account:

  1. Log in to Instagram account.
  2.  Click on the Profile. 
  3. Click Menu in the top right corner of your profile. The Settings and Activity page opens. 
  4. Go to For Professionals > Account Type and Tools. The Account Type page opens. 
  5. Click Switch to professional account.
  6. Select Business.
  7. Click Next.
  8. Select a Category for your business.
  9. Click Done. 

To learn how to set up a Business account, click here.
To learn how to set up a Creator Account, click here. 

Create or Use a Facebook Business Page

Follow these steps to create or use a Facebook Business page:

  1. Log in to Facebook.
  2. Create a new Facebook Page or select an existing one.
  3. Ensure the Page is Active.

To learn how to create a new Facebook page, click here. 

Link Your Instagram Account to Your Facebook Page

Follow these steps to link your Instagram account to your Facebook page:

  1. Log in to Facebook.
  2. Click your profile photo in the top right.
  3. Click See all profiles, select the Page you want to switch into.
  4. Click your Page's profile picture in the top right of Facebook.
  5. Click Settings & privacy > Settings. The Settings & Privacy page opens. 
  6. Go to Permissions.
  7. Click Linked accounts.
  8. Click Instagram.
  9. Click Connect account, then follow the steps to connect your Facebook Page and Instagram account.

To learn how to add your Instagram account to Facebook, click here.

Your Instagram account will be linked to your Facebook page. To check if the linking was successful, send a message from your Instagram account to your Facebook account. You will receive a notification on Facebook. This confirms your Instagram and Facebook accounts are linked successfully.

Integrating with Vtiger CRM

Follow these steps to integrate Instagram in Vtiger CRM:

  1. Log in to the CRM. 
  2. Click User Profile.
  3. Select Settings. The Settings page opens.
  4. Go to Websense.
  5. Click Widgets. The Widgets page opens. 
  6. Enter or select the following information:
    1. Select Tracker 1 from the Select Tracker drop-down.
    2. Select the Instagram tab. 
    3. Click SignIn. A Facebook login page opens.
    4. Enter your Facebook login credentials to sign in. 
    5. Click SignIn.
    6. Enable the toggle Enable Instagram Messenger. Instagram accounts with Page Status will be displayed.
    7. Enable the toggle for the account you wish to use.
  7. Click Save.

You have successfully integrated Instagram into Vtiger CRM. You can start messaging from your Instagram account to receive notifications in Vtiger CRM.

To learn more about Tracker, Click here.
 

Messaging Using Live Chats

Now that you have integrated Instagram with Live Chats, let us see how to use Live Chats for direct messaging.

Follow these steps to send a message from Live Chats:

  1. Log in to the CRM.
  2. Go to Essentials > Conversations.
  3. Click Live Chats. The Live Chats page opens. 
  4. View the Instagram DM messages in the conversation window. 
  5. Click the Instagram message to respond to the sender.
  6. Type your message in the text box to send.
    1. Note: You can also attach images, videos, documents, etc., with your message.
  7. Click Send.

Note: You cannot initiate a conversation. 

To learn more about Live Chats, Click here. 

Disabling Instagram DM in Vtiger CRM

You can disable a configured Instagram account from the CRM. You cannot receive or send messages to this Instagram account.

Follow these steps to disable the Instagram DM account in the CRM:

  1. Log in to the CRM. 
  2. Click User Profile.
  3. Select Settings. The Settings page opens.
  4. Go to Websense.
  5. Click Widgets. The Widgets page opens. 
  6. Enter or select the following information:
    1. Select Tracker 1 from the Select Tracker drop-down.
    2. Select the Instagram tab. 
    3. Enable the toggle Instagram Messenger. The Instagram accounts configured in the Social module will be displayed.
  7. Disable the Status toggle of the Instagram account you want to delete.
  8. Click Save.

Your Instagram DM account will now be disabled from the CRM.

Troubleshooting Tips

  1. Are messages not appearing in the Live Chats module?
    1. Make sure all permissions are enabled during the oauth process login.
    2. It may happen if you change your password, then you need to reconnect in the Instagram tab.

Limitations

  1. Mentions are shown as URLs in the Live Chats. On clicking the URL, you can open and see the mention.
  2. A word [STORY] is added as a prefix for any story posted to differentiate it from actual messages.
  3. Instagram stories are shown as URLs.

References

Facebook Integration with Webchats
Instagram Integration with Social Module
Managing your Facebook account with Vtiger Social

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