Instagram360: Instagram messages inside the CRM

What is Instagram360?#

Instagram360 is an add-on that brings your business account's direct messages, story replies and story mentions into Ohana360. Your team answers from a single inbox, links each conversation to a CRM record and the trail stays on the record's timeline. Post comments are out of scope for this add-on.

Tabs#

• Home: connection status, open and waiting conversation counters, a shortcut to App Settings.
• Inbox: conversation list and message window. Views: Open, Mine, Unassigned, Unread, Closed.

If you use Commerce360 or Influencer360, the same inbox appears there as an Instagram DM tab (only while an account is connected).

Setup: connecting the account#

1. Enable Instagram360 from the Marketplace.
2. Make sure your Instagram account is a professional (business or creator) account.
3. Go to Instagram360 > Home > App Settings > Connect Instagram and approve the message access permission on the Instagram login screen.
4. In the Instagram app, check Settings > Messages and story replies > Connected tools and make sure allow access to messages is on. If it is off, the inbox stays empty.

The connection is per account: one Instagram account is linked to your org. You can disconnect from the same settings panel.

The conversation window#

• Send text and images, or share a product card (the link is built from the Commerce360 product URL setting).
• Saved replies: short answers you define in App Settings land in the message box with one click.
• Every conversation has an owner; you can reassign it, close it or reopen it.
• 24-hour window: Instagram does not let a business write more than 24 hours after the customer's last message. When the window closes the composer locks and an Open in Instagram link appears; you get a warning one hour before.

Linking a conversation to a record#

When an unknown person writes, nothing is created automatically; you decide. Use the buttons in the conversation header:

• Save as contact or Link to contact (existing record).
• Open order (Commerce360) or Open collaboration (Influencer360).

Once linked, the record page shows an Instagram card and a daily conversation summary is kept on the timeline as an Instagram DM: @username task.

Notifications#

A new message notifies the conversation owner, or the admins when there is no owner, with a bell notification and a mobile push (at most once every 10 minutes per conversation). Messages are fetched from Instagram every few minutes; instant webhook delivery starts once the Meta app review is complete.

Troubleshooting#

• Empty inbox: check the "allow access to messages" switch on Instagram and that the account is professional, then reconnect from the settings panel.
• Cannot write: the 24-hour window has closed; continue from the Instagram app until the customer writes again.
• Image does not open: Instagram media links can expire; refresh the conversation.

Enabling and packaging#

Instagram360 is an add-on enabled from the Marketplace. Pricing and scope follow the add-on rules in the Marketplace article; messages are your org's data and fall under your data protection processes (KVKK and IYS).