Instagram CRM Integration That Reads and Writes Your Records
An Instagram CRM integration connects your DMs to the system where your customer records live, in both directions. AeroChat reads the customer’s record during the conversation, so it knows their history, owner and open deals. It then writes back what happened: a new contact, an updated field, a deal moved to the next stage, a note of the chat. It works with HubSpot, Salesforce, Zoho CRM, Pipedrive, GoHighLevel, Keap and any CRM with a public API.
What happens today
Instagram DMs sit in the Instagram app and the CRM sits somewhere else. Whoever answers the DM cannot see that this person is a customer with an open deal, so they answer like it is a stranger.
After the chat, nobody copies it into the CRM. Instagram brings in conversations every day, but the CRM shows almost none of them, and reports on lead sources leave Instagram out.
How it runs on Instagram
- A person sends a DM, replies to a story, comments on a post or comes in from a click-to-Instagram-Direct ad.
- AeroChat asks for an email or phone number when it needs one, because an Instagram DM identifies the person only by their Instagram account.
- It reads the CRM: is this a known contact, who owns them, what deals are open, what did they buy or ask before.
- It answers using that context, for example picking up an open quote instead of starting over.
- It writes to the CRM: creates or updates the contact, sets Instagram as the source, updates fields such as interest or budget, and moves the deal stage where your rules say so.
- It adds a note with a short summary of the conversation, so the record shows what was said.
- When your rules call for a person, it hands the conversation to the record’s owner in the AeroChat inbox or mobile app.
The recipe
Copy this into AeroChat
For every Instagram conversation about buying from us, keep Salesforce up to date with these steps.
- Answer the customer’s question first.
- Ask for their email if we do not have it. Search Salesforce for a contact or lead with that email.
- If they are a contact with an open opportunity, read the stage and the owner, and use them in your answer. Do not quote prices that differ from the opportunity.
- If no record exists, create a lead with their name, email, Lead Source Instagram and the product they asked about (example field).
- If they say they want to go ahead, move the opportunity to Negotiation (example stage) and hand the conversation to the owner.
- At the end of the conversation, log a task on the record with a three-line summary of what they asked and what you told them.
Never delete or overwrite a field that already has a value, except the ones listed above. Reply in the customer’s language.
Swap in your CRM’s name, your field names and your stages. The steps stay the same for HubSpot, Zoho CRM, Pipedrive, GoHighLevel or Keap.
Connect the systems behind it
- HubSpot: reads contacts, owners and deals, and writes contacts, properties, deal stages and notes.
- Salesforce: reads leads, contacts and opportunities, and creates leads and logs tasks.
- Zoho CRM: reads and updates leads and contacts, and adds notes.
- Pipedrive: reads people and deals, creates leads, moves deals and adds notes.
- GoHighLevel: reads and creates contacts, adds tags and opens opportunities.
- Keap: finds or creates the contact and applies tags that start your follow-up sequences.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Instagram
A business can message someone on Instagram only after they message first, and automated replies must go within 24 hours of their last message. That makes the CRM record important: once the window closes, the record is where the conversation lives. A salesperson can reply by hand within a separate 7-day window, which is not for automated replies. After a click-to-Instagram-Direct ad, you can reply for up to 7 days from the person’s first message. A comment allows one private reply within 7 days of the comment.
Also on WhatsApp, TikTok and web chat
The same CRM connection works on WhatsApp, where you can see the full list of WhatsApp CRM integrations, and on Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, web chat and email. Every channel writes to the same records, with the channel saved as the source.
Who uses it
- Property agents: Instagram enquiries written to the CRM with budget, area and timing.
- B2B suppliers: trade enquiries routed to the account’s sales rep from the CRM.
Read more: How Instagram DM automation increases sales.
Questions
Can I connect Instagram DMs to my CRM?
Yes. AeroChat connects Instagram to HubSpot, Salesforce, Zoho CRM, Pipedrive, GoHighLevel, Keap and any CRM with a public API. You describe what should happen in your own words and paste in the CRM’s key.
Does it only add contacts, or does it read them too?
Both. It reads the record during the chat to answer with the customer’s history, then writes contacts, fields, deal stages and notes back.
Can’t I use Meta’s own AI agent with my CRM?
Meta’s developer documentation says Meta Business Agent takes actions only through APIs and webhooks your business builds, and describes it on WhatsApp. AeroChat connects to more than 100 business systems with no developer, on Instagram, WhatsApp, Messenger, TikTok, Telegram, web chat and email.
How long can I reply to an Instagram lead?
Automated replies can go within 24 hours of the lead’s last message. Your team can reply by hand within 7 days, with the CRM record showing what was already said.
Connect your Instagram DMs to your CRM
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On Shopify? Install AeroChat from the Shopify App Store.
Related: Instagram lead generation and lead qualification.