To use the Instagram channel:
- Create a Facebook account. See the Facebook Help Center for instructions.
- Create an Instagram business account. See the Instagram Help Center for instructions.
The Instagram channel allows the company to communicate with customers in edna Chat Center on behalf of the Instagram business account. According to Instagram’s rules, the company can only send messages to customers if they start a conversation on Instagram themselves:
- send messages in a chat with the company;
- post stories mentioning the company’s business account;
- respond to the company’s stories.
Once the conversation starts, the company can send messages to the customer within 24 hours.
How to Create and Connect Instagram Channel
- In the administrator’s automated workplace, go to the Settings → Channels section and click Create.
- Select the Instagram channel type.
- Specify the channel name.
The maximum length is 50 characters. This name is displayed in the agent’s personal queue. - Specify the application name.
The maximum length is 50 characters. This name is displayed in the filters of the supervisor’s automated workplace and in the segment settings of the administrator’s automated workplace. This field is not editable after the channel is saved. - Click Continue with Facebook to log in to your Facebook account and select the required Instagram business account to connect to edna Chat Center.
- Click Save.
The Instagram Business account information will then be available as follows: photo, profile name, username, and the Open Instagram button with the link to the business account. - If necessary, read the channel communication rules.
- Click Save.
After a successful connection, the channel is off by default. To create threads and perform routing, enable the Off switch in the channel line.
Click the edit icon in the channel line to edit or delete the channel and update the token.