Connecting your Instagram account
You connect one Instagram account per channel. That account belongs to your agent itself, not to a separate Instagram account inside Heyloha. Once it is connected you can take the channel live.
Open Settings
Click the gear at the bottom of the left menu and choose Settings.
Go to Incoming communication and click Instagram
This is where you manage the accounts your agent receives messages on.
Click Connect
You log in through Meta. Your Instagram account has to be a business or creator account, otherwise Meta will not allow the connection.
Then take the channel live
Go to Agent, then Channels, open Instagram and click Activate channel. Your agent only starts replying once the channel is live.
Connecting an account is not the same as activating the channel. A connected account whose channel is still off receives messages, but your agent does not reply to them.