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Instagram DM Channel Configuration

6 min read

1. Introduction #

The Instagram DM widget allows visitors to your website to send you a direct message on Instagram by clicking a button displayed on the screen. You can add one or more Instagram contacts, assign them to specific team members or departments, set their availability hours, and customise how the widget appears to your visitors.

This guide will walk you through every step of the setup process in plain, simple language — no technical knowledge required.

2. Adding the Instagram DM Channel to Your Widget #

When you first open the widget settings, you will land on the Channel Selection screen. This is where you choose which contact channels you want to display on your website — such as Instagram DM, Messenger, Phone, WhatsApp, Email, and others.

To add the Instagram DM channel:

  1. Click on Instagram DM to add it to your widget.
  2. Once selected, it will appear in your active channels list at the bottom of the screen.
  3. You will know it has been added when you see a pink and purple Instagram DM icon with the label Instagram DM in the list.

Note: You can add multiple channels at the same time. The Instagram DM channel is just one of several options available to you.

3. Entering Your Username and Contact Details #

After adding the Instagram DM channel, a row of fields will appear for you to fill in. These fields control how your Instagram DM contact is displayed to visitors on your website.

Here is what each field means:

  • Username — Enter your Instagram username so visitors know where their message will be sent. You can use either of the following formats:
    • Page ID — Just your Instagram username, for example: yourbusiness
    • Page URL — Your full Instagram DM link, for example: https://ig.me/m/yourbusiness
  • Name — Enter the name of the person or department this contact belongs to, for example “Support Team” or “Sales Department”.
  • Channel label — This is the text shown to your website visitors next to the Instagram DM button. By default it says “Instagram DM” but you can change it to something like “Message Us” or “DM Us on Instagram”.
  • Custom image — If you would like to use your own icon instead of the default Instagram DM icon, click Choose file and upload your image.
  • Channel color — Click the colour box to pick a colour for your Instagram DM button. Choose a colour that matches your website’s branding.
  • Show on — Select whether the Instagram DM button should appear on Desktop, Mobile, or both by clicking the relevant icons.

Tip: If you have more than one Instagram DM contact — for example, a separate contact for Sales and for Support — click the Add new contact button at the top right to add another row and fill in the details the same way.

4. Editing Individual Contact Settings #

Each Instagram DM contact you add has its own individual settings panel. These allow you to personalise each contact further and make it easier for visitors to know who they are reaching out to.

To open a contact’s settings:

  1. Find the contact row you want to edit.
  2. Click the Schedule button on the right-hand side of that row to access the full contact settings.
  3. A panel called Instagram DM contact settings will open.

4.1 Role and Contact Avatar #

  • Role — Enter the role of the person behind this contact, for example “Customer Support”, “Sales”, or “Billing”. This will be shown to visitors so they know who they are messaging before they click.
  • Contact avatar — Upload a photo or image for this contact by clicking Choose file. Adding a photo gives a personal touch and helps visitors feel more comfortable reaching out.

Once you have made your changes, click Update contact to save them.

5. Setting Your Availability Schedule #

You may not want the Instagram DM button to be visible to visitors outside of your working hours. The Date Scheduling section lets you control exactly when each contact appears on your website, down to specific hours on specific days of the week.

5.1 Choosing Availability Per Day #

You will see a grid showing all seven days of the week — Monday through to Sunday. For each day, click the dropdown menu and select one of the following options:

  • All day — The contact will be visible to visitors throughout the entire day. This is the default setting.
  • Scheduled — Choose this option to set specific hours. For example, you may want the Instagram DM button to appear only between 9:00am and 5:00pm on weekdays.
  • Unavailable — Choose this to hide the contact completely on that day, for example on weekends or public holidays.

5.2 Copying a Schedule to Multiple Days #

If your availability is the same across several days, you do not need to set each one individually. You can copy one day’s schedule to other days quickly:

  1. Click the copy icon (the two overlapping squares) next to the day you want to copy from.
  2. A small menu will appear listing all the other days of the week.
  3. Tick the days you want to apply the same schedule to.
  4. Click Apply.

The schedule will be copied across to all the days you selected automatically.

5.3 Setting Your Time Zone #

At the bottom of the scheduling section you will find a Time zone dropdown. Make sure this is set to the correct time zone for your business so that your availability hours display accurately to visitors regardless of where they are in the world. By default, it is set to match your website’s time zone.

When you are happy with all the settings, click Update contact to save.

6. Customising the Multi-Contact Pop-Up Message #

If you have added more than one Instagram DM contact — for example, a Sales contact and a Support contact — visitors will see a small pop-up when they click the widget button, showing all available contacts for them to choose from. You can customise the text shown in this pop-up to make it feel more welcoming and on-brand.

To customise the pop-up message:

  1. Click the Multi-contact settings button at the top of the Instagram DM channel panel.
  2. A window will appear with two fields to fill in:
  • Headline — This is the bold title text shown at the top of the pop-up. For example: “We’re here to help!”
  • Welcome message text — This is the smaller description text shown below the headline. For example: “How can we assist you today?”

Type in whatever text feels right for your business, then click Update to save your changes.

7. Final Notes #

Your Instagram DM widget is now fully set up. Visitors to your website will be able to see your Instagram DM contact button, know who they are messaging, and reach out during the hours you have specified.

If you ever need to make changes — such as updating a username, adding a new contact, or adjusting your availability hours — simply return to the widget settings area and follow the same steps outlined in this guide.

Reminder: Always click Update contact or Update after making any changes to ensure your settings are saved correctly.