Instagram Channel Configuration

Sagicc will be able to connect with your Instagram for Business account to capture and respond to interactions your customers have with your company: comments left by customers on Instagram account posts, mentions of your account (@) that other users make in posts or stories, and direct/private messages sent by your customers.

To set up a channel of this type, you need an Instagram for Business account and a Facebook page connected to that account.

When setting up an Instagram-type channel, you will see the Log in with Facebook button. For the configuration of the channel and its subsequent operation, Sagicc needs to connect with your Facebook account to obtain basic information from associated Instagram for Business accounts and generate access tokens that will allow Sagicc to capture and respond to comments, mentions, and messages made by other Instagram users. Click on the Log in with Facebook button to log in directly to Facebook.

A new tab will open and take you to the official Facebook login page. Enter the email and password you normally use to access and click on Log In.

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Next, Facebook will ask for authorization to continue, as Sagicc is attempting to connect with your account. You can read Sagicc's Privacy Policy and/or Terms of Use if you have any questions. Click on Continue as Your Name.

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Facebook will indicate that Sagicc wants to connect with the Instagram accounts associated with your user. Select the account(s) you want to connect with Sagicc and click Next.

Then, Facebook will indicate that Sagicc requires certain permissions to manage your accounts, pages, and perform certain actions, such as sending or reading messages. Sagicc will need all the permissions it requests, otherwise it will not be able to access the required information. Click Ready to authorize Sagicc with all the permissions it requests.

You will receive a confirmation indicating that Sagicc has been successfully linked to your Instagram account. Click Accept to continue. The Facebook tab will automatically close and you will be redirected to Sagicc.

Now, you will see that the information obtained from Facebook/Instagram has been loaded into the Sagicc interface. You will see a list of Instagram for Business accounts associated with your Facebook pages, and other configuration options. Select the Instagram for Business account you want to connect with Sagicc. Additionally, enable or disable the following options:

• Listen to comments on own Instagram posts: Sagicc will capture and allow you to respond to comments left by your customers on your Instagram posts.

• Listen to Instagram direct/private messages: Sagicc will capture and allow you to respond to all direct/private messages your customers send to your Instagram for Business account.

Once the channel and support campaign are set up, you can start receiving interactions through Instagram and manage communications on this social network with Sagicc. In the conversation of tickets created from Instagram interactions, you can view incoming and outgoing direct messages and comments on posts.