Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Instagram DM.

Instagram DMs require an Instagram Business or Creator account linked to a Facebook Page, configured through a Meta app.

1. Prepare in Meta

1. In your Meta app (developers.facebook.com), add the Instagram / Messenger product.
2. Connect the Facebook Page that owns your Instagram account.

2. Get your credentials

• Instagram Business Account ID — in the Graph API Explorer, call me/accounts, then read the page's instagram_business_account id.
• Page Access Token — generate a token for that Page (Graph API Explorer or a System User token).

3. Enter them in the app

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Instagram DM card and click Set up.
4. Fill in Instagram Business Account ID and Page Access Token.
5. Click Save.

Once connected, Instagram Direct Messages arrive in Helpdesk → Tickets tagged Instagram, and you answer them with the same thread, status and AI-draft tools.