Instagram Overview

The Instagram integration in Kommo connects Instagram interactions directly with the CRM, allowing businesses to manage conversations more efficiently.

With this integration, businesses can:

• Manage Instagram comments directly in Kommo.
• Use ice breakers to welcome and guide new contacts.
• Automate replies to mentions for better workflow efficiency.
• Sync client details (profile pictures, names) for a more personalized experience.
• Utilize quick replies tailored for Instagram messaging.

Use cases for Instagram integration:

• Handling customer inquiries – Businesses can manage comments and direct messages from Instagram within Kommo, making it easier to respond without switching platforms.
• Tracking leads from Instagram – Interactions from comments, mentions, and messages can be saved as leads in Kommo for follow-up.
• Setting up automated responses – Replies to story mentions and DMs can be automated to reduce response time.
• Organizing frequent responses – Quick replies can be set up for common customer questions like pricing, availability, or booking details.
• Managing multiple accounts – Businesses with multiple Instagram accounts can access and respond to messages from all accounts in one place.

This feature allows you to connect your Instagram comments with Kommo. With this feature, you no longer have to manually check comments on the Instagram app and you can automatically generate leads from the comments!

Comments will be connected automatically once you connect your page to “Instagram messages and stories”.

If you would like to disconnect the comments at any time, simply click on the trash can icon next to the connected page.

When the lead accepts your message request, their profile photo and name will automatically be synced to Kommo.

Okay, that’s done 🙂 Now let’s take a look at the Ice breaker option.

Messenger API for Instagram allows you to show greeting messages to anyone contacting you for the first time. The moment they open the chat with your account, they will see static message buttons. By clicking on one of the options, their selection will be sent as a message, arriving in Kommo as well.

Ice breakers are optional. If you wish to set them up, click on “+Add Ice breaker” in the integration’s settings.

You can add up to 4 ‘Ice breaker’ messages no longer than 80 characters each.

Congrats! The integration setup is now complete.

A potential customer opens your Instagram business page and clicks the “Message” button. If you’ve configured welcome messages, here’s how they will see your ice breakers:

They click one of the buttons, and it will be sent as a message.

If ice breakers are not set up, they will just message you as normal.

Either way, the message will appear in Kommo where you can reply.

Kommo will receive the client’s Instagram name (not the username) and profile picture. Messages sent by you directly in Instagram will be synced into the lead card the same as messages sent via Kommo.

According to Meta’s limitations, if a client messaged you more than 24 hours ago, you can only message them using a tag. Currently, the Messenger API for Instagram supports one tag, ‘human_agent’. It will automatically be set in your lead card if between 1 to 7 days have passed since your client’s last message. If a client has messaged you over 7 days ago, you won’t be able to reply to them.

At the moment, the integration supports:

• Text messages
• Images (jpg, gif, png, ico, bmp formats that are less than 8 MB in size)
• Stickers (at the moment, the Messenger API for Instagram supports the “like_heart” sticker only)
• Reactions to messages (at the moment, the Messenger API for Instagram supports the “love” reaction only)
• Shares (Instagram image and video share)

Messenger API for Instagram also supports mentions of your company in Instagram Stories.

When the client mentions your account in Instagram Stories, you’ll see it right away in the Kommo lead card and you’ll be able to set up automation to answer all the incoming mentions and reply with a direct message. That way, you won’t miss any company mentions.

The client posts an Instagram story and mentions your business account:

Here’s what you will see in Kommo:

You can click on the Story and watch it:

Another feature supported by the Messenger API for Instagram is quick-reply buttons.

Create messages with quick-reply buttons so your client can reply with a single tap, and you receive the reply as a message in Kommo.

You can set up quick-reply buttons using Salesbot. You can configure up to 3 buttons, each up to 20 characters long.

You can visit our Salesbot steps and actions article, to learn more about Salesbot features.

Here’s how these messages look to your lead:

When the lead taps the button, the text will be sent to you as a message in Kommo.

Kommo introduces exciting new Instagram integration features, including automated mentions and comment management of your feed. These latest enhancements from Kommo will help you engage more effectively with customers who are highly interested in your brand.

To use these features, you’ll need:

• An Instagram Business Account.
• For the comments in the feed feature, all Kommo users, no matter their subscription plan, can use it.
• The mentions automation feature is only available for users with a trial account or those with an Advanced or Enterprise subscription.

Mentions automation helps you automatically respond to all the incoming story mentions on your connected Instagram accounts. Auto-replies on mentions boost customer satisfaction.

When a customer mentions your business in their stories, they expect a quick response. Immediate replies are better and can also be used for marketing, like giving discounts for mentions.

How to set up mentions automation

1. Install the Instagram integration on Kommo. For detailed instructions, read our article on how to connect Instagram to Kommo.
2. In the Instagram integration settings, add your account to the Instagram messages and stories, and Comments tools.
3. After connecting your account, add a trigger in the Digital Pipeline or create a Salesbot.

1. When setting execution conditions, go to the Conversational Triggers section and find the When any channel mentioned in an Instagram story trigger.

1. Click on any channel and select the account you want to set the trigger for.
2. The trigger is now ready, and no story mention will go unanswered!

Auto-reactions allow bots to automatically react to Instagram incoming messages, enhancing engagement tracking and streamlining communication.

How does it work?

1. The reaction step is added to bot workflows to ensure customer messages receive timely engagement.
2. If a quick reply precedes a reaction step, the reaction is linked to that message.
3. Messages that receive an auto-reaction are marked as read in Kommo.
4. If integrations are not connected, the reaction step in the bot builder will be disabled, and users will be prompted to set up an integration.

How to set up auto-reactions

1. Open Salesbot and create a new scenario or edit an existing one.
2. Select Add step → Reaction.
3. Choose the reaction ❤️
4. In Preview mode, the system displays “Reaction: You reacted with ❤️” when executed if a quick reply precedes it or as text.

1. If the reaction follows a quick reply, it will be attached to the previous message.

A new way to display Instagram comments is coming! Now, you can easily tell who left comments and who sent direct messages just by looking at the chat list.

Comments will appear in the feed along with the posts they commented on.

This new feature lets Kommo users reply directly to their followers’ comments in the comments section. Before, you could only reply through direct messages. With this feature, you can quickly respond to comments, boosting your business activity and promoting your Instagram content more effectively.

To add an email, click on the avatar in the top right corner, click Settings & Privacy, then tap Settings.

Choose the Meta Accounts Center from the left side and go to Personal details. There you can see your contact information. If you don’t see an email there, just click on it and choose to Add a new contact > Add email address and verify it.

Do not forget to verify your email once added – your Facebook account cannot be connected to Kommo before that.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.