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For a while now, it's been possible to use one Instagram business account with multiple users. The social messaging platform has made it possible for an account to be logged in on multiple accounts. This means you could open your Instagram account on multiple devices at the same time, or simply share the password with your colleagues.
So there's the simple answer. However, without the right solution, this way of working is completely inefficient for bigger teams that:
- Receive a ton of messages every day
- Want to work together on answering messages
- Simultaneously manage other channels, such as email, Facebook, and WhatsApp.
Trengo enables companies to connect their Instagram account to a customer service platform.
Using one Instagram Business account with multiple users in a service platform
Now that Instagram has become so important for businesses, it has become equally important to offer good service for the people that ask for it. And on Instagram, your customers want it faster than the speed of light.
Without the right tool, delivering on this is near impossible. Your team needs to continuously switch screens to make sure a message hasn't been sitting there for too long. And since there are multiple ways to receive a message (via DM, a comment or a reply to an ad), it becomes easy to overlook a message or have the sender wait ages for a reply. Which is something we don't want.
With a customer service platform, you and your team can easily work together on all your Instagram conversations. It allows you to manage all your conversations from all your channels in one view. No matter if it's Instagram, WhatsApp, or email.
Besides that, it also has other handy features. Such as the ability to create auto-replies, quick replies, and even chatbots to automate your Instagram conversations. With the statistics section, you can monitor how fast conversations are being picked up and closed by your team.
The Instagram Messaging API for DMs
A short while ago, Instagram released its newest API. This made it possible for third-party solutions to enable their users to answer DMs from their service platform. We immediately adopted this feature into our own customer service platform, making it unnecessary to ever click back-and-forth between Instagram and your service hub again.
How to get started with Instagram with multiple users
If you'd like, you can try out our customer service platform for free for 14 days. This will give you the opportunity to see if it actually works for you and your team.
Here's how to set it up so you can start experimenting:
- Start your free Trengo trial.
- Next, go to settings > channels > Instagram.
- Click the green plus sign. This action will forward you to Facebook. Make sure you are logged in with a Facebook account that has admin rights.
- Next, give the Instagram channel an internal name (which only you and your team members will get to see) and assign the team(s) that you want to take ownership of the channel.
- Don't forget to hit the 'Save' button.
Click here for a more in-depth guide.
Start managing your Instagram account efficiently
Right now, you are ready to start using one Instagram business account with multiple users. Let me know how it works out for you.
Read more about Instagram
How to create a chatbot for Instagram DMs
Frequently asked questions
How can multiple team members access one Instagram Business account without sharing a password?
Multiple team members can access an Instagram Business account without sharing passwords by linking the account through Facebook’s Meta Business Suite or by using third-party tools like Trengo. These platforms allow assigning users individual logins with role-based permissions, providing secure and controlled access to Instagram messages for team collaboration.
What permissions and roles are needed for different users on an Instagram Business account?
Different team members require specific roles based on their responsibilities. Common roles include Admin, Editor, Moderator, or Analyst, each with varying access to messaging, content management, and analytics. Both Meta Business Suite and Trengo allow role-based access control to ensure team members have appropriate permissions without compromising security.
Which Instagram interfaces support multiple users (native app, Meta Business Suite, DM API)?
The native Instagram app is limited to a single user per account login. Multi-user access is supported by Meta Business Suite, which integrates Instagram messaging for teams, and the Instagram DM API, which enables third-party platforms like Trengo to offer multi-user inboxes and collaboration features for business accounts.
How does the Instagram DM API enable multiple users on one account?
The Instagram DM API allows businesses to connect their Instagram messages to third-party platforms like Trengo, where multiple users can access and manage conversations simultaneously. This API supports real-time message syncing, team collaboration tools, and assignment features that streamline handling customer inquiries across users.
How do I integrate Instagram messages into a shared inbox for team collaboration?
Integrating Instagram messages into a shared inbox is possible through Meta Business Suite’s unified inbox or via third-party tools such as Trengo. These platforms consolidate Instagram DMs with other communication channels, enabling teams to collaborate, assign conversations, and maintain conversation history centrally.
What’s the difference between Instagram native inbox vs Meta Business Suite vs a third-party tool like Trengo for multi-user workflows?
The Instagram native inbox supports only single-user login with basic message features. Meta Business Suite offers a unified inbox for Instagram and Facebook, supporting multiple users but with limited workflow customisation. Trengo provides advanced multi-user workflow capabilities, integrations with numerous channels, automation, and robust team collaboration features tailored for scalable business use.
How do I monitor performance and response times across users handling Instagram inquiries?
Performance and response times can be monitored using Meta Business Suite’s reporting tools or through advanced analytics dashboards in platforms like Trengo. These tools provide metrics on agent responsiveness, volume handled, and customer satisfaction, enabling managers to optimise team performance effectively.
How can automation help when multiple users handle one Instagram account (e.g., routing, auto-responses)?
Automation improves efficiency by routing messages to the most appropriate team member, sending instant auto-responses to common queries, and triggering workflows based on message content. Trengo offers these automation tools, reducing manual workload, ensuring timely replies, and maintaining consistency in multi-user Instagram account management.
