Instagram

With this guide you will learn how to configure the Instagram channel in your campaigns. The configuration is simple and will allow you to manage Instagram direct messages quickly and efficiently. Let's get started!

Prerequisites

Before configuring the Instagram channel, make sure you have:

• Campaign created: you must have at least one campaign created where you can configure the channel. If you don't have one yet, you can create it through the following campaign creation guide.
• Instagram Connector: you need an Instagram connector previously configured with your Instagram professional account. Check the connectors guide if you haven't created one yet.

General

In this section you configure parameters related to the functioning of the channel.

Available settings

• Status: allows you to enable or disable the channel. If disabled, interactions cannot be managed through the channel.
• Connector: select the Instagram connector that will be used to receive and send messages. If you haven't created one yet, you can do it from here by pressing the + icon. If you have questions about how to create and configure the connector, you can use the following connectors guide.
• Strategy: defines how incoming interactions will be distributed among available users. See strategies. Make sure to select the strategy that best suits your business model.
• Service level: establishes the maximum desired time in seconds for an interaction to be attended. The campaign dashboard will show the compliance percentage. If the time is exceeded, the interaction will still be attended, but it will only affect the Service Level metric.
• Max. interactions: maximum number of Instagram interactions that can remain in the queue pending attention. Once the limit is reached, new interactions will not enter until space is freed in the queue. If set to 0, there will be no maximum interactions.
• Maximum transfer time: maximum time in seconds that the user who received a transfer has to attend the interaction. After this time, the interaction will return to the original user who transferred it. If set to 0, transfers will have no time limit.
• Maximum time in queue: maximum time in seconds that an interaction can remain in the queue waiting to be attended. After this time, a Bot configured see Automations section can be executed.
• Out of hours: message that will be automatically sent to the customer when they try to communicate and the campaign is out of hours.

Automations

In this section you can configure different types of Bots to automate responses and processes in the Instagram channel.

Available settings

• Bot on start: select a previously created Bot that will interact with the customer automatically when the interaction enters the queue. For example, you can configure a Bot that sends an initial response, shows self-service options or confirms message reception.
• Bot on finish: select a Bot that will be executed automatically when the user finishes the interaction. It's ideal for sending satisfaction surveys, thanking the customer or providing useful links.
• Bot after timeout: select a Bot that will be activated automatically if the interaction exceeds the maximum time in queue without being attended. It can send a message apologizing for the delay or suggesting alternative contact methods.

Frequently Asked Questions

Can I use a personal Instagram account?

No, you need an Instagram professional account to be able to link it to uContact

How do I convert my personal account to a professional account?

You can check the following Instagram connectors guide, from where you can see the procedure to create and configure your account.

What type of files can I send through Instagram?

You can send images, videos, GIFs and voice messages.