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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Instagram channel inte...
Service | Customer Service, Contact Center, Fie...
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Instagram channel integration with Omnichannel

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Posted on by EBMRay 905

Hello,

How Dynamics 365 Omnichannel would integrate with Instagram as a channel especially for messaging? Do we have to set up a custom channel? Does Instagram DM is on the roadmap of Omnichannel?

Is there any third-party application recommended and does that integration?

I already did some research and found that the Instagram connection currently is not available on omnichannel and for this, I need to build the Instagram DM connection from scratch. This means a complete custom channel build. (Which is complex)

Could you please suggest what would be the best solution to achieve this requirement?

Any help is highly appreciated.

Best regards,
EBMRay

I have the same question (0)
  • Community member Profile Picture
    Community member 2 on at
    Omnichannel marketing is the integration and cooperation of the various channels organizations use to interact with consumers, with the goal of creating a consistent brand experience. This includes physical (e.g. stores) and digital channels (e.g. websites).
  • Daniyal Khaleel Profile Picture
    Daniyal Khaleel 756 Most Valuable Professional on at
    Current Status (as of 2025)
    Instagram Direct Messages (DMs) are not natively supported in Omnichannel for Customer Service (OCCS).
    Microsoft currently supports Facebook Messenger, WhatsApp, SMS, Microsoft Teams, Custom Channels, and LINE (via Azure Communication Services or third-party connectors).
    Instagram DMs are on Microsoft’s roadmap, but no official release date has been announced.
    Available Options
    Option 1: Use a Third-Party Connector (Recommended)
    Several third-party providers already offer managed integrations between Instagram DMs and Dynamics 365 Omnichannel or Customer Service apps:
    • Infobip
    • Twilio
    • 360Dialog
    • Conversocial / Verint
    • Tyntec
    These platforms act as middleware ,they receive messages from Instagram’s Graph API and relay them to Omnichannel via custom messaging adapters or WhatsApp-like connectors.

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