I’m troubleshooting an Intercom Instagram channel connection for a new Expert-plan workspace.
Symptoms:
- Social Channels → Instagram still shows “Connect Instagram business account”.
- The Facebook OAuth flow completes and returns to Intercom, but the Instagram Business account is never listed.
What I’ve verified:
- The Instagram account is a Business account.
- It is linked to the intended Facebook Page.
- The connecting user has full access to both assets.
- Instagram’s “Allow access to messages” setting for connected tools is enabled.
- Meta Business Suite Inbox receives Instagram DMs.
- The Facebook Page now shows Connected in Intercom.
- I removed the stale Intercom Business Integration in Meta and reauthorized from a fresh session.
The unusual part:
In Facebook Page → Settings → Page setup → Advanced Messaging, the Intercom app is connected, but its Messenger permissions list includes only:
pages_show_list, pages_messaging, business_management, pages_read_engagement, pages_manage_metadata, pages_read_user_content
It does not include:
instagram_basic
instagram_manage_messages
Intercom’s Instagram troubleshooting guide says those Instagram permissions are required. Is there a known way to refresh the Instagram-specific OAuth permissions, or does Intercom need to reset something on the app side? Any guidance would be appreciated.