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:
You should hold a business manager account on Facebook. Learn more.
A facebook account with a business page
An instagram professional or business account
The instagram account must be linked with the facebook page. To do that, follow these steps.
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?
- From your SalesIQ dashboard, navigate to Settings > Messaging Channels > Instagram, and click on Add.
- First, connect with your Facebook account by clicking on the Add account.
Linking Facebook Account with SalesIQ
- The Add account button will redirect you to the login page to link your Facebook and Instagram Business accounts.
- Click Continue to link your Facebook account with Zoho SalesIQ.
- Click on Edit access and enable permissions to connect your Instagram business account with SalesIQ.
- Enable the permissions and then click Continue. You will be re-directed to the SalesIQ configuration page.
Connecting your Instagram account with Zoho SalesIQ
- On the Instagram channel configuration page, select the Facebook account from the drop-down and click Next.
- Then choose the Instagram account from the drop-down and click Next.
- Choose a Department to associate with the Instagram account.
- Finally, verify the configuration and click Done.
- 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
- 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.
Preferences
Set a preferred time limit to close missed chats
When an operator does not attend a chat, it will fall under missed chats. You can set a preferred time limit of up to 24 hours in "Closed missed chat in." to close missed chat automatically.This will convert the missed chats to closed chats after the specified duration.
Note: Operators must respond to the missed chats before the set time here, as they cannot respond to closed chats.Set a preferred time limit to close idle chats
You can set a preferred time limit of up to 24 hours to automatically close active idle chats in the "Close idle chat in" section. For instance, let's assume we set 24 hours here.
- When a chat connects to an operator and then subsequently becomes idle, i.e., there was no message sent by both the operator and visitor, the chat will still remain active for 24 hours, based on the time limit set here.
- After 24 hours of inactivity, the chat automatically closes and moves to 'Closed Chats.'
- If the visitor or the operator sends a message during this period, the timer will reset, keeping the chat active for another 24 hours.
Attachment types and limit
When in conversation with a 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 |
How to link your Facebook business page to your Instagram account
- Go to your Facebook business page's profile, click on Settings on the left in the Manage Page section.
- Click on Linked accounts on the left panel.
- Under the Instagram tab, click on Connect Account to link your facebook page to an Instagram business account.
- On the next screen, click on Connect.
- Toggle the Allow access to Instagram message in Inbox and click Confirm.
- Next, Log in with your Instagram account credentials.
- This will connect your Instagram business account to your facebook business page.
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