Usedesk's integration with Instagram allows you to process direct messages, comments on posts, and mentions of your account directly in Usedesk.
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.
In your Instagram profile settings in the «Privacy — Messages» section, the permission must be enabled.
To connect your Instagram business account to Usedesk:
1. Open the «Extensions» section and check if the Instagram Business extension is enabled.
2. Go to the «Channels» section and click «Add Channel»:
3. Click on Instagram:
4. In the window that appears, enter the login and password for the Facebook account that is linked to the Instagram account:
If you do not have a business account, the system will warn you. If you have multiple business accounts, Usedesk will ask you to select the ones you want to integrate:
5. Next, the system will ask you to select a Facebook page for integration. Facebook Instagram has a specific page linked to each business account. Choose the one that the instagram account is linked to:
6. Then, you need to review the permissions for Usedesk and click «Finish». We recommend leaving all settings, otherwise the integration may not work correctly.
7. Click «Add» next to the account you are connecting:
All set, the channel is connected!
After authorization, click on the «Update» button:
By default, all settings are enabled in the channel to process comments on posts, mentions, and private messages in Direct:
If you do not need some of the settings (for example, you want to process only messages from Direct without mentions and comments), you can turn them off. Don't forget to click the «Save» button.
Additional settings:
Delay for missed chats — Specify the number of seconds after which a chat from Direct will be considered missed if the agent does not answer the client. The time is counted from the moment the client wrote a message and closed the chat or page until the operator's first response. The system reacts only to the agent's first response in new or reopened chats.
If the value is empty, the system will automatically set the number of seconds to 0, and no chat from Direct will be considered missed.
The agent can continue working with missed chats in the «Tickets» section using the «Missed chats» filter;
Maximum chats per agent — Specify the maximum number of chats that one agent can have. The system will distribute chats evenly among all agents up to the specified number in the setting. When the limit is reached, the rest of the chats will remain unassigned.
In this case, if there is a trigger that includes an assignment action when the limit is reached, the assignment action will not be executed (all other actions for the trigger will be executed).
If the value is empty, the system will automatically set the number of chats to 0, and the distribution of chats will work without restrictions on the number.
Allowed to end only their own chats — the agent will only be able to end chats that are assigned to them.
No messages (h) — If there are no new messages in the channel for the specified number of hours, Usedesk will notify administrators.
Conversations from Direct will come to Usedesk in the Chat section. The character limit for a single post is 485 characters when sent from the Instagram mobile app and 988 when sent using the API. If you send a longer message, it will be divided into two or may not be sent at all, so it is best not to exceed the limit.
This is how the correspondence in Direct integrated into Usedesk looks:
If a client sends an image, audio, or video message to Direct, it will be sent to Usedesk as a link, which will open the file in a new tab.
You can also attach a file to a message. The client will receive it in Direct with a link to view/download.
Posted comments come to Usedesk in the same way as private messages.
Along with the comment there will be a picture of the post, which you can download.
Your response to the comment will be displayed below the customer's comment:
You can also reply to a comment in private messages — using the «Reply in Direct messages» button:
You can reply to a comment in Direct within 7 days.
Suppose there is more than one chat in progress from one client (for example, you want to reply to a client on a comment in Direct, but you already had a direct correspondence in another ticket). In that case, Usedesk will warn about this with the notification «Another ticket is open» and will not allow you to send a message:
To view the history of all comments in one thread under a post, click on the eye icon:
If your Instagram account is mentioned in the comments, come to Usedesk in the same way as private message:
Your response to comments with a mention will appear below the customer's comment:
If your account is mentioned in the comments of a private profile, information about this will not appear in Usedesk.
You can filter queries from your Instagram business account by filtering by channel:
For query processing and statistics, do you need narrower filtering by post types like «Direct», «Post comment», and «Mention»? Then, for each type, you can set up automatic triggers that will assign one of the tags «Direct» / «Comment on the post» / «Mention» depending on the subject of the message. There are only three variations for the Instagram channel, and they are unchanged:
Tags can be named differently, for example, instead of «Direct» you can call it «Chat» / "PM" / etc. Use the names that are convenient for you. The main thing is to use the identical name in the «What» → «Tag» → «Text is not equal» → «Your tag name» and in «To» → «Add tags» → «Your tag name» sections and do not change the rest of the conditions.
Also, keep the limitations in mind, which we will also warn you about in the Usedesk interface: