How to connect it
- Open the Channels tab and choose Instagram.
- Sign in with Meta and select the Instagram professional account linked to your Facebook Page.
- New DMs appear in the inbox. Assign them, label them and reply with saved answers.
What your team can do
- Reply to DMs and story mentions with media support
- Use labels and quick replies to answer repeat questions fast
- Assign each conversation to an agent and leave internal notes
- See response-time timers so no message waits unnoticed
- Translate incoming messages and your replies inline
Every channel in OmniDesk also gets the shared basics:
- One shared inbox with assignment, labels and internal notes
- Quick replies: type / to insert a saved answer
- SLA timers that show how long each customer has been waiting
- AI reply suggestions drawn from your own knowledge base; agents review and send
- Live two-way translation, so customers write in their language and your team replies in theirs
- Roles and per-agent channel access (owner, admin, manager, agent, viewer)
Who it suits
Good for brands that get orders and questions through Instagram and need more than one person replying.
What to know first
Instagram messaging goes through Meta, so it needs an Instagram professional account connected to a Facebook Page, and Meta's own messaging rules apply.
Questions
What kind of Instagram account do I need?
An Instagram professional account (business or creator) linked to a Facebook Page, as Meta requires for messaging tools.
Can two people answer the same Instagram account?
Yes. Both work in the shared inbox and each conversation can be assigned to one agent.
Does it include comments?
Yes. The channel covers DMs, story mentions and comments.
See it with your own channels
Paid plans include all channel types and run from $29 to $199 per workspace per month. The 14-day free trial is limited to one channel and 25 replies. Want the full product first? Request a demo account.
Start Free Trial Request a Demo See pricing