How to connect your Instagram account

Connect your Instagram account to EcomUp so Instagram DMs and comments come into your EcomUp inbox, and the AI can answer them for you. You can also publish posts to Instagram from EcomUp.

Before you start

Your Instagram account must be a professional account (a Business account). You can switch a personal account to professional in the Instagram app settings.
You log in with Instagram directly, so you do not need to link a Facebook Page first.
In EcomUp, your role must be allowed to manage connections. Owners and admins can do this by default.
Each Instagram account can be connected to only one EcomUp account at a time.

Steps

In the left menu, go to Engage → Connections.
On the Available Platforms tab, find the Instagram card.
Click Connect. You will be sent to Instagram.
Find the Instagram card (1). Before you connect, the button (2) says Connect; once connected it says Manage, as shown here.
Log in to the Instagram account you want to connect.
Review the permissions and allow access. EcomUp asks to read your profile, manage messages and comments, publish content and see insights.
Instagram sends you back to EcomUp. When you see Connected to Instagram!, click Continue to Dashboard.
On Connections, the Instagram card now shows Connected. Click Manage.
In the AI replies card, turn the switch on so the AI answers DMs and comments.
The Instagram page shows your @handle (1) with the Connected badge (2). Use the AI replies switch (3) to turn the AI on or off.

Tips

When the AI is on, the card says “The AI is answering DMs and comments on this account.” When it is off, messages wait for you in Messenger.
AI replies use what you teach in AI Brain, such as your products, prices and policies. Set it up first for better answers.
Your 5 most recent Instagram posts are imported automatically after you connect.
Instagram access lasts about 60 days and EcomUp renews it automatically. If renewal fails, you will see Reconnect needed on the Instagram card. See Reconnect an expired connection.
To stop using Instagram, open the Instagram manage page and click Disconnect. The AI stops replying and new DMs no longer arrive in Messenger.

Troubleshooting

“This Instagram account (@yourhandle) is already connected to another organization. Each account can only be connected to one organization.”

The account is linked to a different EcomUp account. Disconnect it there first (open Instagram and click Disconnect), then connect it here.

“Invalid or expired state token”

The Instagram login took too long, or was started from another tab. Go back to Connections and click Connect again.

“Connection Failed”

You may have cancelled the login, or your account is not a professional account. Switch the account to professional in the Instagram app, then click Try Again.

“No Instagram account connected” on the Instagram page

The connection did not finish. Click Connect Instagram on that page, or click Refresh if you just connected in another tab.