Integrating Instagram Channel with Zoho SalesIQ

Integrating Instagram Channel with Zoho SalesIQ

Instagram as a messaging channel in Zoho SalesIQ helps you to connect with your Instagram followers. The channel connects with your Instagram messages, and when a customer connects for help via instagram direct message, you will receive the message on your SalesIQ dashboard. This gives the privilege of accessing all the messaging channels under one roof.    
Pre-requisites:

  1. You should hold a business manager account on Facebook. Learn more.

  2. A facebook account with a business page

  3. An instagram professional or business account

  4. The instagram account must be linked with the facebook page. To do that, follow these steps. 

  5. To enable access to instagram direct message to SalesIQ, from your Instagram account profile, navigate to Settings > Privacy > Messages > enable "Allow access to message". 




How to integrate Instagram account with SalesIQ?

  1. From your SalesIQ dashboard, navigate to Settings > Messaging Channels > Instagram, and click on Add.
  2. First, connect with your Facebook account by clicking on the Add account.


Linking Facebook Account with SalesIQ

  1. The Add account button will redirect you to the login page to link your Facebook and Instagram Business accounts.
  2. Click Continue to link your Facebook account with Zoho SalesIQ.

  1. Click on Edit access and enable permissions to connect your Instagram business account with SalesIQ.

  1. Enable the permissions and then click Continue. You will be re-directed to the SalesIQ configuration page.                                           

Connecting your Instagram account with Zoho SalesIQ

  1. On the Instagram channel configuration page, select the Facebook account from the drop-down and click Next.

  1. Then choose the Instagram account from the drop-down and click Next.  

  1. Choose a Department to associate with the Instagram account. 

  1. Finally, verify the configuration and click Done.

  1. The Instagram business account is now integrated with Zoho SalesIQ.  You can enable/disable the account or edit the details anytime needed. 

Adding/Managing Accounts

  1. Navigate to Settings > Messaging channels > Instagram and click on Manage Users  at the top right. Tap on Add to add additional accounts or click on an existing account to manage it.

Set a preferred time limit to close missed chats

When an operator does not attend a chat, the chat will be moved to the 'missed chats' section. You can set a preferred time limit to close the missed chat automatically. This will convert the missed chats to closed chats after the specified duration. You can keep the missed chats open for a period ranging from 15 minutes, hours, days, a week to even a month as per your business requirement, after which they will be moved to the 'closed chats' section.
Notes
Note: Operators must respond to the missed chats before the set time here, as they cannot respond to closed chats.

Attachment types and limit

When in conversation with an Instagram user, the operator has the option to share attachments to enrich the chat and provide better assistance to the user. The attachment types supported and file size limits are listed below.

File Type
File Size Limit
Formats supported
Image
8 MB
jpeg, png, gif
Audio
25 MB
acc, m4a, wav, mp4
Video
25 MB
mp4, ogg, avi, mov, webm

Receiving Instagram messages in SalesIQ  

Once your Instagram account is integrated with SalesIQ:
  1. When a customer/Instagram user sends a message to your integrated Instagram account, that message will be received within the SalesIQ dashboard.

  1. An available operator can pick up the incoming Instagram message from the dashboard, just like any other chat, and respond to the Instagram message from the operator chat window.

  1. Messages sent by the operator will be received by the Instagram user seamlessly.
Notes
Note: Profanity check has been supported for chats from visitor channels. 
  1. In case there is use of offensive language by the user during a Instagram chat, the chat will be automatically closed after the abusive word limit is reached. 
  2. This can be set up by navigating to Settings > Brands > Choose your brand > Flow controls > Profanity management.
Info
Important: 

SalesIQ also supports Instagram Story replies. If a customer responds to your integrated account's Instagram story, that reply will also be received on the SalesIQ dashboard—ready for your operators to handle.
  1. Customer/Instagram user replies to the integrated Instagram account's story.

  1. The story reply will be received as an incoming request that operators can pick up and respond to from the operator chat window.

How to link your Facebook business page to your Instagram account

  1. Go to your Facebook business page's profile, click on Settings on the left in the Manage Page section.

  1. Click on Linked accounts on the left panel.

  1. Under the Instagram tab, click on Connect Account to link your facebook page to an Instagram business account.

  1. On the next screen, click on Connect.

  1. Toggle the Allow access to Instagram message in Inbox and click Confirm.

  1. Next, Log in with your Instagram account credentials. 

  1. This will connect your Instagram business account to your facebook business page.