Instagram

Quick links in this article:

This article will explore the setup and use of Instagram in Gnatta. Our integration is for Messenger only including Story Replies, Story Mentions, Auto Replies, Quick Replies, and Handover Protocol.

Before you connect your account

• You will need to make sure your account is an Instagram Business account.

• Your Instagram Business account must be connected to a Facebook Page (and not an account). See how to link the two here.

• For Gnatta to manage your messages you will need to enable message control for connected tools  and 'allow messages from anyone' in your Instagram account.

• Log in to the Facebook account that has access to the Facebook Page and Instagram Business account you wish to connect.

Connecting your Instagram account

Once you’ve completed the above steps (Before you connect your account), connecting your account is quick and simple. Navigate to Configuration > Settings > Instagram > Connect Instagram Account to get started.

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Get to your Instagram settings and select Connect Instagram Account

Selecting Continue in this popup will open a new dialog box in your browser - you’ll need to login, and select the relevant account. Once you’ve completed all of the steps here, the dialog box will close, and you can navigate back to your Gnatta window.

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Complete the steps in the Meta dialog box to verify access

Once the dialog box has closed, you’ll be able to see a new popup in Gnatta. Select the relevant account, decide whether you’d like to collect the additional messages listed, and click Add account. Give it a few moments whilst Gnatta does the rest!

When it’s ready, the account will appear in the list on the left.

What happens once your account is connected?

Once you've added your Instagram, you’ll still need to tell Gnatta how you want to route those messages into queues so they can be assigned to agents. More on how to do that here: After Adding a Channel

Managing your Instagram Account

To manage your Instagram account in Gnatta, select it from the list on the left. You can view and edit teams here - Gnatta will add your domain’s default team. Double-check it’s mapped to a relevant team, if you have multiple in your domain.

It’s critical you select the correct team, because this is how Gnatta determines:

• Who is allowed to respond - for security purposes, only users who are in a team mapped to the account can respond to those interactions, regardless of whether they’re assigned on their radar.

• What availability there is - based on the opening hours schedule of the team(s) associated to the account. If an interaction is received after hours, you can create workflows to handle it differently

To change your Instagram settings, you can use the three-dot options menu next to the account name. Here you’ll be able to change whether you want to receive Story Replies or Story Mentions.