Instagram: comments on posts and mentions

The configuration of an Instagram channel to manage comments and mentions on posts involving your account can be done in Channels Configuration > Instagram Pages.

A precondition to configure this channel is that your Facebook official page has been linked to your Instagram business account.

At user experience level, the creation of an Instagram inbound channel to manage comments and mentions on posts will be very similar to the creation of a Facebook channel to manage the same events.

The needed steps to perform the configuration of this channel are:

• Go to Channels Configuration > Instagram Pages and click on Add new Instagram page channel

• Click on Login with Facebook button and insert your Facebook credential to see the list of the Instagram accounts, linked to your Facebook pages, that can be configured in Audite Cloud. Select from the list the ones you want to authorize for using Audite Cloud and click on Next button

• Select the pages, related to your Instagram accounts, you want to be linked in Audite Cloud

• Enable all the privileges and click on End

• In the next window, click Ok to finally confirm the association between your Facebook pages and Audite Cloud

• After having concluded the authorization step, the Facebook pages, connected to your Instagram account you give the authorization, will be displayed in Facebook page connected to your Instagram account field. One of them can be picked and associated to channel you are creating. Moreover, a Friendly Name for the channel must be inserted and, like the other inbound channels, can be optionally configured Is VA Enabled or Is VE Enabled flags in order to enable, respectively, the Virtual Assistant or the Virtual Expert to manage customer interactions

• In case your organization is configured to work with Microsoft Teams, you have to associate the inbound digital channel you are configuring with the Teams channel you want the customer interaction to be put when starting to collaborate with your colleagues. Indeed, using Audite Cloud in Microsoft Teams will give you the chance to share a customer interaction with your colleagues in order to manage it in an effective way. When the collaboration is started, the conversation will be put in the Teams channel you configured here. In order to relate the Audite Cloud channel with the Teams channel, you have to:

  • Sign in with the access credentials (username and password) you are using to access Microsoft Teams. In this way, Teams and related Channels configured in your Teams organization will be available for the selection in the next steps

  • Select the Team

  • Select a Channel , related to previously chosen team, where you want to actually put the conversation whenthe collaboration starts

There are some limitations on the events notified from Instagram to Audite Cloud. For example, if the Instagram social profile of the user is mentioning your account is private, the mention will not be notified to Audite Cloud. Also mentions on Instagram stories, IGTV and Reels are not supported. For additional details see https://developers.facebook.com/docs/instagram-api/guides/webhooks/?locale=en).