Troubleshooting Checklist for Connecting an Instagram Chatbot

If you're having issues connecting your Instagram chatbot or sending messages through the chatbot, follow these steps to make sure everything is set up correctly.

Check Your Instagram Account Type

The connected Instagram account must be of the "Business" type.

To check in the Facebook page settings, go to the control panel of your company page to the "Settings"> "Instagram" tab and on the left, in the settings, there should not be "Switch" button under the "Connect business tools".

To check your account type in Instagram settings, go to the top left menu ☰> "Settings" > "Account." There should not be a "Switch to business account" button in the settings below.

If you can see this button, you have a Personal account. Click on the "Switch to a professional account" button, add information about your company, and select the “Business” account type.

You can also have the "Professional: Creator" account type selected. To check which account you have, click on "Change account type." The options should not contain "Switch to a business account."

If there is a button, you have an account of the "Creator" type. Click on the "Switch to business account" button and follow the steps to create a company account settings wizard.

Read more about setting up a business account in the article "How to create an Instagram business account and how account types differ"

The Instagram account you are connecting to must be linked to your brand's Facebook page.

To check in the Facebook page settings, go to the control panel of your brand’s page, in the "Settings" > "Instagram" tab, the required Instagram account should be displayed on the left in the settings.

To check in Instagram settings, go to the top left menu ☰> “Settings”> “Account”> “Publish to other applications” > “Facebook” and the desired Facebook page should be selected in the settings.

If you don't have a link or you linked the wrong page, go through the account linking process.

Read more "Link your Facebook page to your Instagram business account"

If you have several company pages on Facebook and you have linked each of them to a different Instagram business account, then when connecting the bot, you need to check one extra thing. Make sure you select the Facebook page associated with the Instagram account for which you want to connect the bot.

Check Permissions for Instagram Posts

In the connected Instagram account, you need to provide Facebook access to messages.

To check in Instagram settings, go to the top left menu ☰> Settings > Privacy > Messages. The option "Allow access to messages" must be active.

If the option is not active, activate it.

If you do not have this option, check the first and second troubleshooting steps first.

Also, check other privacy settings in the "Messages" tab.

If the settings are set to "Don't receive," like in the screenshot on the right, the bot will not work. Go to the settings and set "Requests," like the screenshot on the left.

Check Settings when Reconnecting a Bot

When connecting a chatbot, you can only use one Facebook profile. When you first connect, you specify which pages to create a bot for, and this data is transmitted to Facebook.

If, when reconnecting other pages on this profile, you click "Continue" at the second step of the connection, the connection wizard will close. You need to click the Edit settings button to select new pages to connect.

To delete a Facebook profile and add a new one, disable all Instagram bots and select a different profile when the bot connects.

Also, if you do not see updated information for your account, you can update access permissions. Go to the main page and click Manage bots. Select the desired page, and in the menu opposite it, click Refresh permissions. Then, re-login to Facebook. 

Check the User Role of the Personal Facebook Profile

A user who logs in through their Facebook profile when connecting a bot or when setting up a connection between accounts must be the administrator of the Facebook page.

To check the rights in the Facebook page settings, go to the control panel of your company page in the tab "Settings" > "Roles on the page." Under the "Existing Roles on Page" setting, under the username will be his role.

If the role is not "Administrator," click "Edit," and change the role.

Check the Granted Permissions in the Business Integrations Settings

When a chatbot is connected via SendPulse, in the brand's Facebook page settings in the Business Integration settings tab, the SendPulse application automatically appears with the necessary access to Facebook and Instagram pages. If you have multiple people on your team and may have changed settings, you can check the enabled permissions.

To check Facebook page permissions, in the up-right corner, click on the “down arrow” icon (with the “Account” prompt), go to the “Settings and privacy” tab > “Settings” > “Business integrations,” and select SendPulse from the list. Make sure there is a checkmark next to the desired Instagram page.

If there is no checkmark, check it.

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