TABLE OF CONTENTS

Connect your existing Instagram Business accounts with Freshchat and start engaging with your customers. Supported by the Freshworks Neo platform’s Messaging API, this integration will enable you to send and receive Instagram direct messages from within Freshchat. You can respond to story replies, direct messages, and comments and also deploy bots to support your customers effectively. 


Prerequisites:  

  • An active Instagram Business account with a Facebook page connected to it. 
  • An active paid subscription with Freshchat. 
  • You must be the administrator. 
  • To manage messages over the API, you need to enable message control using the steps below.
  • Enable Message Control Connected Tools Settings



Setting up the integration:

And now you can connect your Instagram Business account with Freshchat in a few simple steps!  

  • Go to Admin → Channels → Instagram DM



  • Click on ‘Add Account’



  • You will get redirected to the ‘Log in to Facebook’ page. Sign in to your Instagram Business account



  • You should get directed to an authorization page once you sign in. Click on ‘Continue’ to authorize (Freshchat) Freshworks to access your Instagram DM.



  • On the next screen, you can select the Instagram Business accounts you want to connect to your Freshchat account - you can select up to 50 accounts. (Please note the Instagram Business account must have a Facebook page connected to it) 



  • You may choose which Business Pages (linked to the Instagram Business account) you’d like to connect with your Freshchat account. 



  • Configure permissions to enable the integration. 



  • And, you are all set to now start supporting your customers through Instagram DM from Freshchat!


You can connect up to 50 Instagram Business accounts and choose to remove the account from within your Freshchat instance at any point in time. 


Assigning conversations from Instagram to your agents:

Each Instagram page also gets its own Topic in Admin > Topics. You can use it to further enhance your customer service experience by having a specialized agent group handle these questions by assigning the Topic (all the questions from Instagram) to the group.


Deploying bots on Instagram from Freshchat:


When you are creating the bot, you can select Instagram in the first step right after naming the bot.

 



To know more about setting up a bot flow, read this article


Message types supported on Instagram


 

Message

Type

Direction

Instagram

DM

Text

User to

agent

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

Image

User to

agent 

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

Video

User to

agent

Yes

User to

bot

Yes

Agent to user

Yes

Bot to

user

via public

URL

Audio

User to

agent

Yes

User to

bot

Yes

Agent to

user

via

App

Bot to

user

No

File

User to agent

NA

User to

bot

Yes

Agent to

user

NA

Bot to

user

Coming

soon

Emoji

User to agent

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

GIFs

User to

agent

Yes

User to

bot

Yes

Agent to

user

No

Bot to

user

No

Stickers

User to

agent

As

image

User to

bot

As

image

Agent to

user

No

Bot to

user

NA

Automation

Bots

Yes

Structured messages

Articles

Bot to user

Coming

soon

Carousels

Bot to user

Coming

soon

Buttons

Bot to user

Coming

soon

Dropdown

list

Bot to user

NA

Message events

Delivered

User to agent

No

Agent to user

NA

Read

User to agent

No

Agent to user

Yes

Typing

User to agent

NA

Agent to user

NA

Consumer profile

User name

Yes

User image

Coming

soon





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