How to Connect Instagram to Bitrix24 via Umnico

Published: 28 September 2023

Updated: 5 March 2025

Instagram is a powerful social media tool for driving sales, building your brand, and engaging with customers. With its visual format and highly engaged audience, it’s an essential tool for businesses looking to connect and convert.

Bitrix24 is a powerful CRM used by businesses and teams around the globe. It helps organize contacts, track deals, manage tasks, and streamline workflows.

By integrating Instagram with Bitrix24 through Umnico, you bring the two platforms together — so you can manage conversations directly from your CRM, respond faster, and build a more organized and efficient sales process.

Key benefits of integrating Instagram with Bitrix24 via Umnico:

✅ All Instagram chats land directly in Bitrix24 — each message creates a new deal automatically.

✅ Reply to both comments and Instagram Direct messages — and easily switch between them in Umnico widget without losing context.

✅ Automate business processes: add tags, update statuses, assign team members.

✅ Connect unlimited accounts and channels — handle large volumes of messages and media.

✅ Get insights with detailed analytics on response times, inquiry sources, and team performance.

Before you start

Connecting Instagram to Umnico

Connecting Bitrix24 to Umnico

Working with Instagram inquiries in Bitrix24

Frequently Asked Questions (FAQ)

Help & Support

Related Guides & Articles

Before you start

⚡Important: To successfully integrate Instagram with Umnico, you must:

Have access to Facebook Business Manager with full admin (owner) rights
Link your Instagram Professional account to a Facebook Business Page
Enable message access in Instagram settings

Check our instruction «How to Connect Instagram to Umnico» for detailed guidance on preparing to connect.

Connecting Instagram to Umnico

‼️ Please note: To set up the integration with Bitrix24, make sure all required Instagram accounts are connected to your Umnico workspace first. Go through the quick setup steps in this guide. The setup only takes a couple of minutes.

Tutorial video

If video works better for you, check out the tutorial below to connect the channel.

Step-by-step connection guide

1. In your Umnico dashboard, open the menu: «Channels → Instagram».

2. In the window that opens, click «Login with Facebook».

3. Log in to your Facebook account where you have owner rights for the Business Page.

4. If you are already logged in, make sure all permissions for the Umnico app are enabled. Click «Continue as [your name]».

5. After successful authorization, click «OK» to complete the Facebook integration stage.

⚠️ Important: If you see the message «No available groups» after authorization, it means that no Business Page has been created or linked to Instagram.
Go back to the Before you start section and make sure all requirements are fulfilled.

6. After authorization, you will be redirected back to Umnico. Select the group associated with your Instagram account and click «Save».

7. Choose at least one method for receiving messages.

8. Done! All incoming Direct Messages and comments from Instagram will now appear directly in Umnico. The connected account will be listed among your active communication channels.

Connecting Bitrix24 to Umnico

The next step is to link Umnico with your Bitrix24.

Tutorial Video

If you prefer visual instructions, watch our video. If you prefer a step-by-step breakdown, proceed to the next section.

Step-by-Step Guide

1. In your Bitrix24 interface, open the «Apps — Market» section from the left-hand menu.

2. Use the search bar to type in «Umnico».

3. Click «Install».

4. Accept the «Solution Catalog Terms», «License Agreement», and «Privacy Policy» by checking the boxes, then click «Install» again.

Once the installation is complete, click «Open Application».

5. Log in to your Umnico account within Bitrix24. Enter your login credentials and sign in.

6. When the authorization window appears, click «Connect».

7. Go to the «Connection» tab and click «Refresh connectors».

8. In the left-hand Bitrix24 menu, open the «Contact Center». If it’s not visible, search for the Contact Center in the top bar and pin it for quicker access.

9. In the Contact Center, you’ll see all available Umnico integrations listed as connectors. To connect Instagram, click on the «Instagram connector».

10. In the window that opens, click «Connect».

Then select the required Open Line and click «Save».

11. You’ll see a notification confirming that the channel has been successfully connected, and the connector will be highlighted in green.

From this point on, all messages from Instagram will be routed to Bitrix24’s Open Lines. You can connect additional channels the same way.

12. Done! Instagram is now fully integrated with Bitrix24.

You’ll see the Umnico widget in the sidebar — a tool that helps you manage chats and requests more efficiently. Learn more about its features in the «Umnico Widget in Bitrix24» guide.

Important Information About Umnico Integration with Bitrix24

‼️Please note: If you’ve added new integrations in your Umnico workspace, don’t forget to click «Refresh connectors» in the Umnico app settings. Otherwise, the new channels won’t appear in the Contact Center.

Working with Instagram Inquiries in Bitrix24

Integrating Instagram with Bitrix24 allows you to manage customer conversations quickly, clearly, and in one place — speeding up response time and improving your support and sales processes.

💬 New Inquiries = New Deals or Tasks

By default, every new message from Instagram creates a new deal in Bitrix24. If the contact or company doesn’t exist yet, it’s created automatically. If you prefer to handle inquiries as tasks instead, you can switch this in Open Line settings. Use deals for sales, and tasks for support — it’s fully flexible based on your process.

🔗 Linking Messages to Existing Contacts

If the customer already exists in your CRM (by name or phone number), Bitrix24 automatically links the incoming Instagram message to their profile. This keeps your communication history unified and prevents duplicates.

📨 Initiating Conversations with Clients

By default, Bitrix24 doesn’t include a built-in «Reach out First» button for messengers. However, you can initiate a conversation manually from any lead, deal, contact, or company card using Telegram or other Open Line channels (e.g., WhatsApp, Viber).

💡 Use the «New message» button in the Umnico widget to streamline communication. Umnico widget allows you to reach out first across Telegram Personal, WhatsApp, Email, and WhatsApp Business API. It also supports rich text formatting, attachments, and more.

🔄 Continuing Conversations in Closed Deals

If a customer messages you again after a deal has been closed, Bitrix24 can either reopen the existing deal or create a new one — depending on your CRM channel settings: CRM → Open Lines → Channel Settings.

👥 Manual and Automatic Routing

Incoming messages can be assigned either manually or automatically. In Open Line settings, you can configure queues, routing rules, and team member priorities — ensuring each message goes to the right person.

📊 Reporting and Analytics

Bitrix24 provides detailed reports on inquiries, task handling, and team performance. Reports are available under Analytics and can be customized based on access roles and team structure.

Frequently Asked Questions (FAQ)

❓ Can I connect multiple Instagram accounts?

Yes, you can link multiple Instagram accounts by setting up separate Open Lines for each. Umnico acts as a connector between Instagram and Bitrix24, making it easy to manage multiple accounts in one place.

❓ Will previous message history sync automatically?

No. Message history only syncs starting from the first incoming message after the integration is connected. Previous conversations aren’t imported.

❓ Is the data transfer secure?

Yes, all data is encrypted and transmitted securely. Umnico does not store your data on external servers.

❓ Are files and attachments supported?

Yes, all types of attachments — text, images, documents, audio, and video — are fully supported and accessible inside Bitrix24.

❓ What’s the maximum file size I can send or receive?

The file size limit is 50 MB per message.

Help & Support

If you have any questions, feel free to contact us — we're happy to assist.

To reach Umnico support, click the «Chat with support» bubble in the bottom-right corner of your screen. Or go to the «Help → Chat with Support» section in your «Personal account».