Instagram Messenger
Integrate Instagram Messenger with Channel Talk to streamline customer communication. By responding to customer inquiries directly in Channel Talk, simplifying the management of customer interactions in one platform.
If you are looking to add multiple channels to your already integrated Instagram messenger, please skip to the "Multi-channel Integration"
Go to [Channel Settings] - [Integration] - [Messenger] - [Instagram] - [Instagram Messenger] then click [Integrate].
Log in to Facebook.
When the Facebook login screen appears in a new window, log in with the Facebook account linked to your Instagram Business Account.
Select the Instagram professional accounts you wish to integrate with your channel.
If you choose multiple accounts, all selected accounts will be linked. If you are connecting additional Instagram accounts, please make sure to select both the existing and the additional accounts.
Select the Facebook page linked to your Instagram account.
If you are additionally integrating an Instagram account, please select both the existing Facebook page and the Facebook page you wish to add.
Allow permissions.
Select to allow all permissions.
When the login process has been completed on the Facebook side, click 'Login successful' on the Channel Talk screen.
Under the Facebook account chosen in step 3, you'll find a list of Instagram accounts. Select the desired Instagram account and click 'Integrate Accounts'.
Check Message Settings on the Instagram App
Go to [Settings] - [Privacy] - [Messages]. Turn on ‘Requests’ for [Your followers on Instagram] and [Others on Instagram].
Also, check that [Allow access to messages] has been turned on.
You can connect multiple Instagram Messenger accounts to a single Channel Talk channel. If you want to add a multi-channel integration to an already integrated Instagram Messenger, follow the steps below.
How-to: [Channel Settings] - [Integration] - [Messenger] - [Instagram] Instagram Messenger - [+ Add an account]
When the Facebook login screen opens in a new window, log in with the Facebook account associated with the Instagram business account you want to connect.
Click [Edit previous settings] then select the Facebook business account you want to connect to.
If you're adding an Instagram account, you'll need to select both the existing account and the account you want to add.
Proceed from Step 4 of [Integrating Instagram Messenger] above.
Once the integration is complete, check the following:
Through your Channel Talk [Inbox], you should be able to chat with customers who have made inquiries using Instagram.
When you link multiple Instagram accounts, the Instagram Messenger that you set as your main account will appear on the Channel Front home screen.
The representative account is marked with a [Main] badge next to the Instagram account and can be changed by toggling [Set as main account] on or off.
To prevent the opening of new user chats in Inbox when customers mention your Instagram account in a story or share your post, adjust the settings accordingly.
What information is displayed when customers initiate new chats?
Channel Talk will display information about the customer who initiated the chat. This information includes their Instagram ID, name, and profile image.
If a customer hasn’t set up their profile or name on Instagram, they will appear as ‘Anonymous’ on Channel Talk.
Can I send an image through Instagram?
Yes. Using Instagram Messenger on Channel Talk, you can send JPG, PNG, ICO and BMP formats, and file sizes of up to 8MB.
If a customer sends you an image, it will appear as a link on Channel Talk. Clicking the link will open up a new window where you can view the image.
I can’t view a reply I received on my Story.
Instagram Stories are set to last only for 24 hours. Replies to a Story after this time has elapsed cannot be accessed.
I replied to a customer inquiry through Instagram DM but it is shown as a ‘bot reply’.
When you respond to a customer directly on Instagram Messenger, it will be displayed as a ‘bot reply’ on the Channel Talk chat window.
I sent a message to a customer, but the chat ended.
The chat session will end 7 days after a customer has sent you a message on Instagram. As the chat session has ended, you will be unable to send a message through Channel Talk.
The integration with Instagram has suddenly been disabled.
The integration will be disabled if you change your Facebook password. Once you have integrated Instagram Messenger, you will need to re-verify your account every 90 days.
If you do not re-verify your account after 90 days, the integration will be disabled, and any messages from Instagram will no longer be synced with Channel Talk.
A week before the 90-day period, all channel owners will receive a re-verification notification in [My chatroom].
Re-verification may be required before the 90 day period if there are any scheduled updates or changes to Facebook.
How to re-verify your account
If you wish to maintain your existing integration settings, you will be required to re-verify the account you initially logged in with.
Go to [Channel Settings] - [External Service Integration] - [Instagram Messenger] and click [Re-verification required].
Log in to Facebook in the new window, and you’re all set.