Multi-platform Integrations
Instagram Integration
Integrating Facebook Instagram with Chat Data empowers your custom chatbot to communicate directly with customers through your Instagram. This powerful combination not only automates responses but also allows you to seamlessly take over conversations whenever needed, providing a perfect balance of efficiency and personal touch.
By connecting Instagram to Chat Data, you'll create a versatile system that handles inquiries automatically while giving you the flexibility to engage with customers directly at any time.
This guide will walk you through the step-by-step process of linking your chatbot to your Business/Creator Instagram, ensuring smooth, effective, and personalized customer interactions.
Prerequisites
You will need the following:
- An Instagram Professional Account.
- A Facebook Page connected to that account.
Connect Instagram with Chat Data
- Go to Dashboard > [Chatbot] > Integrations.
- Select the Instagram integration card.
- Click the Connect button in the pop-up window.
- Sign in with your Facebook account and click continue.
- Agree to connect your Instagram account with Chat Data. Then fill in your instagram's username and password after click the Get started button.
- After entering your instagram's username and password and get signed in, you have to choose the Facebook Page you want to connect the Instagram account to.
- Review the corresponding Facebook Page and the Instagram account you are connecting to Chat Data. Please make sure that the Allow access to messages option is checked. Click next to continue.
- Click to the follow step that the modal ask you to choose your business account. If this is your first time to connect your Instagram account with the corresponding Facebook Page, you have to close the current pop-up window and repeat the steps above and redo the previous step starting from the Step 3 above again because currently the Instagram is added to your Facebook page only when the 2nd time you log in your Instagram.account.
- Choose the Facebook Page that is connected to your Instagram account and click the Continue button.
- Choose the added Instagram acccount from the list and click the Continue button. If you do not see the Instagram account in the list, it's likely that this is your first time to connect your Instagram account with the corresponding Facebook Page. You have to close the current pop-up window and repeat the steps above and redo the previous step starting from the Step 3 above again.
- Click the Continue button for the final review of the permissions and then click the Save button to finish the integration.
- You should see the following panel after the integration is complete.
With the integration now active, your chatbot is ready to respond to all messages received through Facebook Instagram.
For testing purposes, you can scan the QR code provided in step 12 using your smartphone camera to message your Instagram bot from another Instagram account(Please do not use the same Instagram account to send the message to itself as the chatbot will ignore self messages.). Additionally, you can access the INBOX link to navigate to your Facebook Business Suite Instagram inbox, allowing you to directly respond to customers as part of a human takeover.
Renew Your Integration Before the Access Token Expires
Please note that the Instagram integration requires manual renewal of the access token every 60 days. There is no automated way to renew the token without your intervention. We will send you a notification email 10 days before the access token expires. Alternatively, you can manually renew the access token before the expiration date, which will extend its validity for another 60 days.
Live Chat Handover
You can chat with the customer by clicking the INBOX link above or in the Chat logs Dashboard modal as shown below to chat with the customer.
You can scan the QR code above with your smartphone or use the Instagram Direct Message Link to chat with the customer.
If you have access to our live chat feature, you can also click the Live Chat dashboard tab and select the corresponding Instagram conversation thread to chat with the customer. Alternatively, you can use the checklist filter to filter the Instagram conversations only.
You should turn off the AI chatbot for the corresponding conversation so that the chatbot won't respond to the message when you are chatting with the customer. Otherwise, the AI chatbot will respond to the same query again even if you have typed your response in the admin live chat panel.
After you send the human response, we will send the Instagram message to the customer's Instagram account directly. When the customer responds back and if the AI bot is turned off and you are offline, we will send an email along with the chat portal link to your email address registered in the live chat setting, which is similar to how the offline live message works in New Message To the Agent.
You can switch the AI bot on at any time after you have finished the live chat with the customer.
Difference between INBOX Live Chat and Live Chat Dashboard
You can send the live chat message in both the INBOX and the live chat dashboard. The main difference is that the INBOX is offered by Facebook and the message sent to Facebook while the AI bot is off won't be delivered to Chat Data and Chat Data won't send you an email notification when you are offline. Chatting inside the live chat panel of Chat Data will send an offline email to alert you in case you are offline.