The Instagram DM channel
Graia CCaaS offers a smooth integration with Instagram Direct Messages (DM) via the Instagram API. This API is compatible with Instagram Business accounts.
Furthermore, when setting up an Instagram channel, you will be prompted to log in to your Instagram Business account and grant consent for Graia CCaaS for the following permissions:
instagram_business_basic: This permission is required to be able to create your instagram channel as well as a pre-requisite for the next permission.
instagram_business_manage_messages: This permission is required to be able to retrieve messages from your inbox and use the workflow & Graia CCaaS agents to reply to instagram users' messages on behalf of your instagram business account.
Provisioning an Instagram Channel
To begin provisioning an Instagram Channel, follow these steps:
- Navigate to the Graia CCaaS Portal > Chat > Instagram.
- Click the Create button.
- Connect to the Instagram account you wish to enable in Graia CCaaS.
- Grant the permissions for the Graia CCaaS Meta application to access the Instagram DM as well as retrieve basic information about the account.
- Provide a name for your channel, select a workflow or create a new workflow, designate a business unit and a categorization rule.
- Complete the rest of the Graia CCaaS channel registration steps.
Instagram Channel Connection Status
Graia CCaaS actively monitors the link between the Instagram account, the associated Facebook page, and the permissions granted to Graia CCaaS. If the connection is disrupted for any reason, the channel will display a 'not connected' warning, along with relevant information provided by Facebook.
The connection might be disrupted due to:
- Instagram revoking the page administrator's access token.
- Instagram imposing a ban on the administrator.
- The administrator updating their password, leading to a failure in token renewal.
- The business account revoked consent for the Graia CCaaS Meta application.
- Deletion of the Instagram account.
Re-establishing the connection is straightforward. Click the 'Reconnect' button to initiate the process again, avoiding the need to delete and recreate the channel.
Feature support
Graia CCaaS provides support for various Instagram features as outlined below:
- Customer Initiated Messaging: Supported
- Agent Initiated Messaging: Not Supported
- Images: Supported
- Story Replies*: Supported
- Disappearing Photos: Supported
- Stickers: Not Supported
- Emojis: Supported
- Story Mentions: Not Supported
- Send Reels/Posts: Not Supported
While agents won't receive the original story, replies to stories will be delivered to the workflow or agent. Agents can access disappearing photos at any time until Meta removes them from their servers.
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