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Connecting your Instagram Business account routes Direct Messages into your PingBack inbox. Agents can reply from PingBack and the reply is delivered back to the customer via Instagram.
Instagram is available on the Mini and Pro plans only.

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Prerequisites

Before you start, make sure you have:
  • An Instagram Business Account linked to a Facebook Page.
  • A Meta App in the Meta Developer Portal with the Instagram Messaging permission (instagram_manage_messages) enabled.
  • A valid Page Access Token with the required permissions.
  • Your Instagram Business Account ID.

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Setup

1

Create the Instagram channel in PingBack

Send a POST request to /api/v1/channels/ with type set to "instagram" and your credentials in the config object.
curl -X POST https://api.pingback.live/api/v1/channels/ \
  -H "Authorization: Bearer <your_token>" \
  -H "Content-Type: application/json" \
  -d '{
    "type": "instagram",
    "config": {
      "access_token": "EAAxxxxxxxxxxxxxxx",
      "instagram_business_account_id": "9876543210"
    },
    "is_active": true
  }'
The response includes a _meta_setup_instructions object with the values you need for the next step.
2

Configure the webhook in your Meta App

In your Meta App’s Webhooks section, add a new subscription for the Instagram product and set:
FieldValue
Callback URLhttps://api.pingback.live/api/v1/webhooks/instagram
Verify tokenpingback_verify
Subscribe to the messages field and click Verify and Save.
The callback URL and verify token must match exactly as shown above. Any difference will cause webhook verification to fail.
3

Test the connection

Send a Direct Message to your Instagram Business account from another account. The message should appear as a new conversation in your PingBack inbox within seconds.