Have the right accounts ready.
- An Instagram Professional account. Business and Creator accounts both qualify.
- A Facebook Page you manage. Use a Facebook profile with full control of that Page so you can link accounts and approve access.
- Permission to manage channels in TruCom. Open the workspace where these conversations should arrive.
A business portfolio can contain both accounts. The Facebook Page must also show your Instagram account under Linked accounts. That is the connection TruCom uses to find it.
Link Instagram to your Facebook Page.
On a computer, open Facebook and follow these steps. Switching into a Page means choosing to use Facebook as that Page, using your usual Facebook login.
- Click your profile picture at the top-right. Choose See all profiles, then select the Facebook Page you want to connect.
- Click the Page’s profile picture at the top-right. Open Settings & privacy → Settings.
- Under Permissions, open Linked accounts → Instagram.
- Choose Connect account, sign in to the intended Instagram account and complete Meta’s prompts.
- Confirm that the correct Instagram username appears under Connected Instagram. Enable Allow access to Instagram messages in Inbox if Facebook offers that setting.
If this screen shows the correct Instagram username and message access is enabled, this step is complete. Continue to TruCom.
If Meta asks you to use a business portfolio, choose the one that owns the accounts you are connecting. Your Instagram account and linked Page should be in the same portfolio when Meta requires it.
Complete one Facebook authorization.
- In TruCom, open Settings → Communication channels in the intended workspace. Add Instagram, or open Continue setup on an existing pending connection.
- Give the connection a name your team will recognize, then choose Connect with Facebook.
- Choose Open Facebook. A new tab keeps your TruCom session available while you authorize access.
- Sign in with the Facebook profile that manages the linked Page. Select that Page and approve the requested Instagram messaging permissions.
- Return to TruCom. Select the Instagram account shown by the connection, then save your selection.
- Review the account, acknowledge the customer-initiated reply policy and choose Activate. Confirm that the connection shows Connected.
Use a separate connection for each Instagram account. Selecting an account prepares it; activation finishes the connection.
Open Communication channelsTest a new message and a reply.
- From a different Instagram account, send a new direct message to the connected account.
- Open the correct TruCom workspace and Inbox. Confirm that the new conversation has the Instagram source.
- Reply from TruCom and confirm that it reaches the sender in Instagram. Standard replies must stay within the customer-initiated 24-hour reply window.
- Check notifications for a teammate with access to the conversation. Review their notification preferences and browser or device permissions if the message arrives without an alert.
The connection receives supported new events; it does not import your existing Instagram message history. Check Instagram’s message requests when testing with an account that does not follow you.
A Connected label confirms setup in TruCom. A new message, an incoming notification and a successful reply confirm the live path. During limited testing, Meta can restrict eligible accounts and real message events; an unpublished app’s dashboard sample is not a live customer DM test.
Check the step that did not complete.
Facebook opens, but no Instagram account appears.
Check the Page’s Linked accounts screen first. Confirm the Instagram username, then review which Page you shared during Facebook authorization. Use the Facebook profile that has Page management and messaging access. Restart setup from Channels after correcting that access.
I cannot find Linked accounts in Facebook.
Confirm that the active Facebook profile is the Page you manage. Check See all profiles and select it. Ask someone with full control of the Page to complete the link if your access does not include its settings.
TruCom shows Setup pending or Access verified.
Open Continue setup. Select the verified Instagram account, save it and complete Activate. These earlier states do not mean the account is receiving messages yet.
The account is Connected, but new messages do not arrive.
Check that Instagram message access is enabled for the linked Page and that you are sending a new DM to the right account. Confirm the workspace and Inbox filters. During private testing, Meta may require an approved test account and may block real events until the app is published. Contact TruCom support if the account settings are correct and delivery remains unavailable.
Facebook authorization did not complete.
Start again from Communication channels in your signed-in TruCom session. Complete the new Facebook authorization and return to that workspace. An expired callback or a reused authorization code needs a fresh setup attempt.
Access expired or the Page link changed.
Use Reconnect or Continue setup in Channels and authorize the same account again. If you want to use a different Instagram account, create a separate connection so the existing conversation history stays associated with the original account.