​Instagram connection (business account)

We provide the ability to connect an Instagram business account via the API and process comments to posts and mentions in the Usedesk interface.


Important!

To set up integration, you need to have an Instagram business account.

If you are converting a regular Instagram profile to a business, keep in mind that it should be linked to a public Facebook page. Learn more about linking accounts in the Instagram Help Center.


To connect an Instagram business account to Usedesk, open the "Extensions" section and check if you enable the integration ("ON" for Instagram via the official API).

1. Go to the section "Channels" - "Instagram," click "Add."


2. In the window that appears, enter your Facebook login and password linked to your Instagram account.


3. Click "Add" next to the group you are connecting


Done, the channel is connected!


In Usedesk, to work with the Instagram channel through the official API, we have implemented:

  • Comments to posts with the ability to receive and reply to users;
  • Mentioning a connected account with the ability to message and reply to users;

Instagram Using

Comments on posts

In the connected channel (in edit mode), the "Comments on posts" setting is enabled by default.

The "Post Comment" setting allows you to:

a) Receive a comment on a post from a user in the "Chat" and "Tickets" section and respond to them. Each comment is a new ticket. The ticket will pull up:

  • link to the post to which the comment was written;
  • picture of the post itself;
  • post comment;
  • card of a client who wrote a comment with a photo and nickname.

b) Respond to comment on a post in the "Chat" and "Tickets" section. The nickname of the client to whom you will answer is automatically inserted into the form for writing an answer.


c) View detailed correspondence from the current comment to the topmost comment from other users (the "Eye" icon in the "Chat" section)


In the "Tickets" section, tickets will be marked as "Post Comment," and you can also process them as in the "Chat" section.

Mention

In the connected channel (in edit mode), the "Mention" setting is enabled by default.


The "Post Comment" setting allows you to:

a) Receive a comment on a post from a user in the "Chat" and "Tickets" sections in which the connected account was mentioned. If a client mentions your connected account in a closed profile, then nothing will be pulled up to Usedesk.

Every mention = comment is a new ticket. The ticket will pull up:

  • link to the post to which the comment was written mentioning the connected account;
  • picture of the post itself;
  • a comment on a post with a mention;
  • card of a client who wrote a comment with a mention, with a photo and a nickname.

b) Reply to comment on a post with a mention of the connected account in the "Chat" and "Tickets" sections. The nickname of the client to whom you will answer is automatically substituted into the form for writing an answer.


c) View detailed correspondence from the current comment with a mention to the topmost comment from other users (the "Eye" icon in the "Chat" section)


In the "Tickets" section, tickets will be marked as Mentioned, and you can also process them as in the "Chat" section.

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