Skip to content

Instagram integration (coming soon)

Instagram for Hushdesk is coming soon. See how DMs, comments and story mentions will reach the inbox, today's workaround and how to vote.

Last updated 2 min readComing soon

On this page

Shoppers ask questions in Instagram DMs and comments. The Hushdesk integration will bring DMs, comments and story mentions into the inbox as tickets. This page explains what it will do once it is built, how to get close to it today and how to ask for it.

Instagram is coming soon. It is listed in Settings > Apps under Channels so teams can vote for it. Nothing connects to Instagram yet.

Before you start

  • Who can do this: agents, admins and owners can vote and send requests. Viewers can read the card.
  • Plan: all plans.
  • What you need: nothing to vote. For today's workaround, see below.

Step by step

  1. Open Settings > Apps and search for Instagram, or open /app/settings/apps?app=instagram.
  2. Read What it adds and What Hushdesk can access.
  3. Press I want this. A message confirms Vote counted.
  4. Press Tell us how you’d use it to describe what your team needs, and add an Email for our reply (optional).
  5. Press Send request and follow it under Your integration requests.

What happens next

Your vote is recorded and the card shows how many requests your team has made. When Instagram is built, your request's status changes to Live and this page becomes a setup guide.

What Instagram will add

  • DMs, comments and story mentions as tickets.

What Hushdesk will access

  • Read and reply to DMs and comments.

It is planned to connect with a one-click sign-in to Meta.

Workaround today

Answer DMs in Instagram, and move order questions to email or store chat, where Hushdesk shows the customer's history.

Tips

  • Save a quick reply in Instagram that points to your support email.
  • Keep public comment replies short and move details to a private channel.

Troubleshooting

"Viewers can look but not change anything. Ask an admin for agent access."

Viewers cannot vote. Ask an admin for the agent role.

"Unknown app"

The app is no longer marked Soon, perhaps because it went live. Refresh Settings > Apps.

Frequently asked questions

Does Hushdesk integrate with Instagram?

Not yet. Instagram is listed in the Hushdesk app directory as coming soon. Its card in the directory promises "DMs, comments and story mentions as tickets". Today, point Instagram shoppers to your store chat or support email. You can vote for it in Settings, Apps, so our team knows your store needs it.

When will the Instagram integration be available?

There is no release date yet. Apps marked Soon are built in the order teams ask for them, so votes and written requests decide what comes next. Press I want this on the Instagram card in Settings, Apps, and describe how your team would use it.

What will Hushdesk be able to access in Instagram?

It will read and reply to DMs and comments, as listed under What Hushdesk can access on the Instagram card. It is planned to connect with a one-click sign-in to Meta. As with every Hushdesk app, keys will be stored encrypted and each connection recorded in your audit log.

How should we handle Instagram DMs before the integration ships?

Answer them in Instagram, and for anything about an order, ask the shopper to email your support address or chat on your store. That moves the conversation into Hushdesk, where your team sees their orders and history. Add your store link and support email to your Instagram profile.

How do I find out when Instagram is ready?

Vote with I want this on the Instagram card, then press Tell us how you'd use it and add an email for our reply. Your request appears under Your integration requests with a status that changes to Live when Instagram can be connected. This page is updated at the same time.

Was this helpful?

Related articles

Still stuck?

Chat with the Hushdesk team. A person answers on every plan.