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Meta Application-Instagram

Meta Application-Instagram

Owned by SUPPORT
Last updated: Jun 30, 2025

CloudCX connector hub provides integration with Instagram via the API for Instagram. The configuration is done server-side, in an easy and straightforward way. Let's follow the instructions step by step to complete the integration with Instagram.

If users in your system intend to utilize the Instagram channel, configuring this application setting is crucial!
Failure to do so may result in the user receiving a warning message from Meta when attempting to connect the Instagram.

Create A Meta App

To integrate with Instagram, you have to create a Meta app in the developer portal. You can find more details about creating Meta apps https://developers.facebook.com/docs/development#register.

Prerequisites

  1. A valid Facebook Account.

  2. A valid Meta Developer Account.

  3. A Business Manager Account, after set up a Business Manager account, verify your business.

  4. An Instagram Business account.

Register a Meta App

  1. Go to Meta developer portal and click on the “Create App” button

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  1. For Business portfolio, select your Meta business portfolio, then click Next.

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  1. For Use cases, select Other, then click Next.

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  1. For App type, select Business, then click Next.

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  1. For App details, enter basic details like the app name and email, and select your Business Manager Account.

Note: When creating the APP, it must be placed under a verified Business Manager Account, otherwise the APP cannot be submitted.

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  1. Click Create app.

The Meta app is created; You are redirected to the App Dashboard page.

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Set up the Meta App

  1. Click Set up to add the Instagram product via the Meta app dashboard.

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  1. You will enter the API setup with Instagram login page, you will have to obtain the Instagram App ID and App Secret. These values will be available in the app settings and will be required while setting up in the Connector Hub.

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  1. In the section Generate access tokens, click Add account to add your Instagram Business account.

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  1. After connecting the Instagram Business account, click Generate token to generate access tokens.

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  1. Go to the Configure webhooks section, paste the access token to the Verify Token.

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  1. Add the Webhook URL https://your_cx_domain/webhook/v2.0/instagram as the Callback URL, and click Verify and save.

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Note: Before click Verify and save, you need to copy the Instagram app ID and secret to Advance > Connector Hub Setting > Instagram in your CX system, you can find more details from Meta Application-Instagram | Configure Instagram Integration.

  1. Go to the Set up Instagram business login section, click Set up to paste the Redirect URL and click Save.

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  1. Go to the Complete app review section, click Go to app review to submit the permissions request.

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About submitting the permissions request, you can find more details from Meta Application-Instagram | Submit the Meta App into production.

Configure Instagram Integration

Log in to your system administrator portal https://your_cx_domain:9006, go to Advance > Connector Hub Setting > Instagram to configure.

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That's all the Instagram integration, now, you can connect your Instagram Business account to the Inbox > Channels > Instagram in your tenant 3.1.6 Instagram!

Submit the Meta App into production

Before you can start using your Instagram app in production, you will have to get it verified by Meta. Refer to https://developers.facebook.com/docs/apps/review/ on getting your app verified.

Prerequisites

You need to connect an Instagram Business account in your Tenant, and then test message delivery between the Instagram Business account and the CX system. About the tenant how to connect the Instagram Business account, you can find more details about Instagram 3.1.6 Instagramin Tenant Administrator User Guide.

Before you Submit

Test message delivery between Instagram Business account and the CX system.

  1. Add your Instagram Business account to Meta app> API setup with Instagram business login > Generate access tokens section, you can find more details from Meta Application-Instagram | Set up the Meta App.

  2. Test message delivery and record two screencasts for the below permissions:

    • instagram_business_basic: A screencast that demonstrates how the system can access the Instagram Business accounts.

    • instagram_business_manage_messages: A screencast that demonstrates how the system can receive messages from the Instagram Business account.

Permission

Description

instagram_business_basic

The instagram_business_basic allows your app to read an Instagram Business account profile's info and media. The allowed usage for this permission is to get basic metadata of an Instagram Business account profile, for example username and ID.
· Get basic metadata of an Instagram Business account profile

Use Case Description
Provide specific examples of why your app requires the instagram_business_basic permission to access basic metadata of Instagram Business account profiles on behalf of other businesses.

Screencast Requirements
Demonstrate the complete Instagram login process on your app platform, showing how your app user grants your app this permission
Demonstrate getting basic metadata, such as the username and ID, of an Instagram Business account profile on your app platform

instagram_business_manage_messages

The instagram_business_manage_messages permission allows an app to access messages on an Instagram Business account. The allowed usage for this permission is to view, manage and respond to messages, and to use third-party customer relationship management (CRM) tools to manage messages.
· View, manage, and respond to messages
· Use third-party customer relationship management (CRM) tools to manage messages
Use Case Description
Explain the messaging functionality your app offers to business customers who are onboarded onto the platform, and describe how they perform these functions.
Screencast Requirements
Demonstrate the complete Instagram login process on your app platform, showing how your app user grants your app this permission
Demonstrate your app sending a message to an Instagram user, and demonstrate the Instagram inbox client (either web or mobile app) receiving and displaying the sent message
Demonstrate generating a cURL request that you can integrate into your app platform to send a message; You may use the API Integration Helper in Meta App Dashboard > Instagram to do this

Note:

Step-by-Step Instructions

Complete app settings

  1. Go to App settings > Basic, complete the App’s details as below:

  • App domains: Enter your CloudCX installation domain as your app domain

  • Contact email: Enter your contact email address.

  • Privacy Policy URL: Enter your organization's privacy policy URL.

  • Terms of Service URL: Enter your organization's terms of service URL.

  • App icon: Upload your organization's icon.

  • Category: Select Messaging.

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  1. Scroll down to the bottom of the page, add a website platform to share the system URL with Meta.

    1. Click Add platform.

    2. Select the checkbox of Website, then click Next.

    3. In the Site URL field, enter the FQDN of your system.

    4. Click Save changes.

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  1. Click Continue request.

Remove unnecessary permissions

  1. Go to API setup with Instagram business login > Complete app review section, click Go to app review.

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  1. Unselect the checkboxes of the permission instagram_business_manage_comments,

    instagram_business_content_publish, instagram_business_manage_insights,

    Human Agent​, then click Continue to app review.

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You will be redirected to App Review > Requests.

Answer data handling questions

  1. Go to App Review > Requests, scroll down to the Data handling questions section, then click Answer questions about data handling.

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  1. Fill in the following information based on your situation, then click Submit.

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  1. Scroll down to the Complete App Settings section, then click Review your app settings.

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  1. Complete and review the required app settings, and click Save.

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  1. Scroll down to the Reviewer instructions section, then click Provide reviewer instructions.

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  1. Confirm your Site URL, copy and edit the following text based on your situation, then paste in the text field, and click Save.

Company:<company_name>
Testing Account: <account_or_email_address>
Testing password: <password>

Instagram test account:
Testing Account: <account_or_email_address>
Testing password: <password>

To see how <instagram_business_basic> & <instagram_business_manage_messages> is used in my app.
1.Navigate to <CloudCX installation domain>
2.Login in using the credentials provided.Company:<company_name> & Testing Account: <account_or_email_address> & Testing password: <password>
3.Once you've accessed the website, click <Inbox> in the left navigation
4.Click <Channels> and then click <Instagram>
5.Click <+> button
6.Login in the Instagram test account <account_or_email_address> & test password <password> in the pop-up window.
7.Click <Allow> in the pop-up window.
8.Once the Instagram Business account connects successfully, the pop-up window will be closed automatically, the connected account’s Username <instagram_username> and ID <instagram_id>will be displayed on my app.
9.Click the button of <Agents Panel> in the upper right corner .
10.Once you've accessed the Agent Panel, click <Inbox> in the left menu .
11.Navigate to <https://www.instagram.com/>
12.Login in using an another Instagram account <account_or_email_address> & test password <password> and search Instagram Business accounts <instagram_username> to send messages.
13.Switch to Inbox in our App, you will receive the message sent to Instagram Business accounts <instagram_username>, you can reply the messages to visitors directly from my app.
14.Switch to Instagram, check the replied message is received.
All the steps are done.

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  1. Complete the following tasks to demonstrate why the instagram_business_basic permission with advanced access is needed and how the app uses it.

  2. Click How will the app use instagram_business_basic?.

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b. Copy and paste the following text in the detailed description box.

We can use the instagram_business_basic permission to show users the usernames and IDs of all Instagram Business accounts they manage. Users can receive and send messages from Instagram channels directly on our CX platform without logging into the Instagram platform. This allows users to easily manage multiple Instagram Business accounts.

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c. Click Upload file to upload the screencast that you have uploaded for instagram_business_basic.

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d. Select the checkbox to agree that you will comply with the allowed usage, then click Save.

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  1. Complete the following tasks to demonstrate why the instagram_business_manage_messages permission with advanced access is needed and how the app uses it.

a. Click How will this app use instagram_business_manage_messages?.

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b. Copy and paste the following text in the detailed description box.

We can use the instagram_business_manage_messages permission to allow users to receive, send, and manage messages from Instagram channels directly on our platform without logging into the Instagram platform. Messages from multiple channels are integrated into one platform, allowing users to send messages without switching to different platforms.

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c. Select Yes in the question Does the app provide a cousmt inbox solution?.

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d. Click Upload file to upload the screencast that you have uploaded for instagram_business_manage_messages.

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e. Select the checkbox to agree that you will comply with the allowed usage, then click Save.

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  1. After completing all requests, click Submit for Review and enter password to confirm your operation.

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Note:

  • Each permission is required to submit a recorded video about how the permission is used in CloudCX system.

  • After Meta has approved it, it will have a green label of "advanced access";

  • Permissions are more likely to be denied by Meta, please keep in real-time communication with their customer service;

  • Permission repeatedly denied applying frequently, your account will be considered unstable account and will be banned by Meta.

  • Even if the Meta document states that no Instagram account is required for testing, based on our past application experience, many times have been rejected due to failure to provide a test account or the test account being unable to log in. Therefore, we recommend providing them with an Instagram account that does not have two-factor authentication enabled for testing.

  1. After obtaining advanced access and switching the App Mode to Live, the configuration on Instagram is finished.

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Now, all the tenant in your system can connect to their Instagram Business account, and then agents can receive and reply Instagram messages directly within your system!

Warning Message

This warning message indicates that the Meta Application on Instagram, configured on the System Connect Hub, is incorrect or invalid.

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