Klaviyo Helpdesk: Instagram as a Channel

Why this matters
 

By answering those Direct Messages (DMs) in Klaviyo, you get the full profile—orders, email clicks, lifetime value—right next to the chat. Faster answers = more sales, less tab-switching.

You’ll connect your Instagram Business account and send your first DM reply in about 10 minutes.

What you need (checklist)

• Instagram Business account
• You are an Admin or Editor on that Page
• Klaviyo role: Owner, Admin, or Manager
  
  Time required: ~5 minutes

Setup Steps

Step 1 — Connect Instagram

1. In Klaviyo, go to Settings → Instagram
2. Click “Connect to Instagram”.
3. Select the Instagram Business account you want to connect to Klaviyo

Step 2 — Send yourself a test

1. From the Instagram app, DM your brand’s account “Test.”
2. Back in Klaviyo, go to Helpdesk and you’ll see a new conversation card with the Instagram logo.

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: Not yet. 

Q: How many IG accounts can I connect?
A: One per Klaviyo account.