You will need: A Professional account that is connected to a Facebook Business Page
You are able to connect an Instagram account to Broadly, so long as the account is:
- A Business account (a type of Professional account)
- Connected to a Facebook Business Page
We are unable to connect personal Instagram accounts to Broadly — this is not our choice, but a limitation of the API that allows us to manage messages in Broadly.
Connecting Instagram to Broadly
To connect to Instagram, go to Settings > Online Profiles > Instagram.
Facebook owns Instagram and has designed their technology so that all authentication flows through Facebook. Selecting the “Connect a professional account” button will open a popup, asking that you to login to Facebook.
The connection process through Facebook involves the following steps:
- First, sign into the Facebook account that manages the connected professional Instagram account.
- You will then confirm your credentials, or log in with a different account.
- Next, you will select which Instagram account you want to connect to Broadly. If you have multiple accounts with Broadly, we encourage you to select all accounts. Deselecting a page may break any existing Broadly connections to that account.
- Then you will select the Facebook business page that’s connected to the Instagram account. All Broadly settings should be set to "Yes".
- Once the account(s) and page(s) have been selected and permissions have been enabled, all that’s left is for the you to confirm. After clicking “OK” the you will will be routed back to our app to finalize the connection.
- Back in the Broadly app, you will be able to finalize the connection to the Instagram account. You will need to select both the Instagram account (Step 3) and related Facebook page (Step 4) in order for that account to show up on the list in this step. “Sign in with a different account” will restart this process at Step 1. This will allow users to re-select any missed accounts/pages if they need to.
- After clicking “Connect” on the last step, this will confirm the connected Instagram account and the associated Facebook page. You will then be able to confirm the connection.
Connecting Instagram Through Facebook to Broadly
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Sign into the Facebook account that manages the connected professional Instagram account.
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Select which Instagram accounts you would like to connect to Broadly. If there are multiple accounts with Broadly, we encourage you to keep the other accounts selected. Deselecting a page will break any existing Broadly connections to that account.
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Select the Facebook business page that’s connected to the Instagram account. If you have multiple pages, we encourage you to keep the other pages selected. Deselecting a page will break any existing Broadly connections to that page.
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Grant permissions to complete the connection. All settings should be set to "Yes".
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Click “OK” the you will be routed back to our app to finalize the connection.
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In the Broadly app, finalize the connection to their Instagram account. Select both the Instagram account (Step 2) and related Facebook page (Step 3) in order for that account to show up on the list in this step.
NOTE: “Sign in with a different account” will restart this process at Step 1. This will allow users to re-select any missed accounts/pages if they need to.
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After clicking “Connect” the connected Instagram account and the associated Facebook page is confirmed. There will be a direct link to the Instagram account and Facebook pages to verify.
Receiving and Replying to Instagram Messages in Broadly
- Once Instagram is connected to the Broadly app, you will see a copy of your Instagram direct messages directly in Broadly as a new “Lead” with Instagram as the contact source.
- You will able to reply to the Instagram leads directly in the Broadly app and their responses will be reflected in your Instagram account.
- Deleted (“Unsent”) Messages
- In the Instagram app, you are able to “unsend”, or delete, your messages.
- If you delete a message on Instagram, it will also delete the message in Broadly. In the Broadly conversation, it will appear as if that message was never sent.
- You will not be able to delete messages in the Broadly app, but if you really need to, head over to Instagram to “unsend” any messages.
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By default, Leads added from Instagram will not have a phone number or email associated with them. We recommend collecting a phone number and email from these Leads and updating their contact information in Broadly so you can have a direct line of contact. Learn how to do so in our article on Editing & Deleting Contacts.
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Once you update an Instagram Lead’s contact information in Broadly, messages to them will be sent to the available phone number or email on file. By default, Broadly prioritizes texting over email but you can adjust the Contact Method in the Broadly app for each customer.