Klaviyo Helpdesk: Instagram as a Channel
Why this matters
Answer Instagram direct messages (DMs) in Klaviyo Helpdesk without switching between apps. When a conversation is linked to a Klaviyo profile, you can view available customer data—such as orders, email clicks, and lifetime value—alongside the conversation. An Instagram DM alone does not guarantee that the customer's existing profile and purchase history will appear.
You’ll connect your Instagram Business account and send your first DM reply in about 10 minutes.
What you need (checklist)
- An Instagram Business account you can sign in to and authorize.
- If connecting via Facebook: a Facebook Page linked to your Instagram Business account, and admin access to that Page. A Facebook Page is not required when connecting directly through Instagram.
- Klaviyo role: Owner, Admin, or Manager
Allow about 5 minutes to connect your account, plus time to send and reply to a test message.
Setup steps
Step 1 — Connect Instagram
- In Klaviyo, go to Settings > Instagram. If your settings show Social accounts instead, open that tab.
- Click Connect to Instagram. If you see separate connection buttons, choose Connect via Facebook to authorize through your linked Facebook Page, or Connect via Instagram to sign in directly to Instagram.
- Follow the sign-in prompts for your chosen method and select the Instagram Business account you want to connect to Klaviyo. When connecting via Facebook, sign in with the Facebook account that has admin access to the linked Page.
- Grant all requested permissions and complete the authorization prompts. Back in Klaviyo, confirm that your Instagram account appears in the connection settings.
Step 2 — Send and reply to a test message
- From a different Instagram account, use the Instagram app to DM your brand’s connected account “Test.”
- Back in Klaviyo, go to Helpdesk and open the new conversation with the Instagram logo.
- Set the message editor to Reply, rather than Note, and enter a test reply. Click the up-arrow button (Send Message).
- Check the Instagram account you used to send the test message and confirm that the reply arrived.
Frequently asked questions
Q: Do Story replies create tickets?
A: Yes, any reply to a story creates a ticket.
Q: Do post comments create tickets?
A: No. Instagram post comments do not create Helpdesk tickets.
Q: How many Instagram accounts can I connect?
A: One per Klaviyo account.