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Tutorials｜How to Add an Instagram Channel

  • Updated
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    This article explains how to connect Crescendo Lab’s product to the Instagram channel, as well as how to reauthorize and disconnect the channel.

    To learn how the Instagram channel works in CAAC, please refer to this article: Tutorial｜Instagram Channel in CAAC

     

    # Feature Overview

    The Admin Center provides Crescendo Lab users with a unified interface to integrate and manage multiple social channels (such as Facebook, Instagram, WhatsApp, and Webchat), offering a seamless experience. It supports connecting, disconnecting, and reauthorizing channels to help brands move toward omnichannel communication.

    • 📋 Centralized Management: All supported channels can be managed in the Admin Center.
    • 🌍 Omnichannel Support: Integration and maintenance support for FB, IG, WhatsApp, and Webchat (LINE not included).

     

    # How-to Guide

    Scenario 1｜Connect an Instagram Business Account

    ⚠️ Please make sure your Instagram account meets the following requirements before connecting:

    Step 1: Enable 2FA (Two-Factor Authentication)

    • Go to your personal Facebook page, navigate to "Settings & Privacy" → then click "Privacy Center".

    • Search for and click on "Two-Factor Authentication".

    • Enable Two-Factor Authentication for both your Facebook and Instagram accounts.
    • After setting up your personal accounts, go to Meta Business Suite, navigate to Settings → Security Center, and enable Two-Factor Authentication for everyone.

     

    Step 2: Enter your Instagram to complete the following settings.

    • Go to Instagram settings.
    • Go to "Tags and mentions" and allow everyone to tag and mention your account.
    • Go to "Messages and story replies" → "Message controls" → turn on all "message requests" settings.

    Step 3: Complete Crescendo lab - side settings.

    Go to CAAC → Channel Settings (or navigate via Admin Center → Channel Settings)

     

    Step 4: Click “Add Channel” and select Instagram

     

    Step 5: Follow the on-screen instructions to complete the Meta authorization

    • Log in with the Facebook account that has access to the IG Business Account

    ⚠️ Your IG Business Account must be linked to a Page within the same Meta Business Suite

    • Select the Business Suite that owns the IG Business Account

    • Select the IG Business Account you want to connect

     

    Step 6: Once connected, the channel will appear in the list and show the connection status

    ⚠️ If the connection fails, refer to the troubleshooting steps: FAQ｜Why Instagram connection failed

     

    Step 7: To ensure proper message delivery, set CAAC as the primary receiver in your Facebook Page settings

    • Go to your Facebook Page settings. You’ll see how to set CAAC as the primary receiver under “Advanced Messaging” and “Messenger Conversation Routing.”

    • In “Advanced Messaging”, make sure CAAC appears in the Connected Apps list

    • Click “Configure.”

    • Select CAAC as the Primary Receiver for the Handover Protocol

    • Return to the main Page settings and go to “Messenger Conversation Routing” → click “Configure”

    • Select CAAC as the default assigned app

     

    Scenario 2｜Disconnect the Channel

    Step 1: On the channel list page, find the channel to disconnect and click the "Edit" icon

     

    Step 2: Click "Disconnect."

     

    Step 3: The screen will confirm successful disconnection

    ⚠️ To protect data integrity, disconnected channels cannot be deleted and will show as "Disconnected". After disconnection, CAAC users can no longer send or receive messages via this channel (existing conversations and contacts will remain in the system)

     

    Scenario 3｜Refresh Token

    Step 1: Locate the channel with an expired token and click the "Edit" icon

     

    Step 2: Click "Reauthorize."



     

    Step 3: Complete Meta authorization

    • Log in with the FB account that has access to the IG Business Account

    ⚠️ Your IG Business Account must be linked to a Page in the same Meta Business Asset Group

    • Select the Business Asset Group that owns the Page. If unsure, refer to:
    • Select the IG Business Account to reauthorize

     

    Step 4: Confirm the token has been successfully refreshed

    ⚠️ If an error occurs, refer to troubleshooting steps: FAQ｜Why Instagram connection failed

     

     

    # FAQs

    Q: Who can manage channel settings?

    A: For CAAC users, only users with the "Owner" or "Primary Admin" roles have channel management permissions. MAAC users have no such restrictions.

    Q: Why can’t I connect my Facebook Page or update the token?

    A: Please refer to this article for initial troubleshooting

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