Social Channels (Instagram Direct Messages)

As social media is gaining more and more popularity, Instagram Direct Messages (DMs) is becoming a major channel for customer support. Connect your Instagram DMs channel to your Re:amaze account to send and receive Direct Messages, as well as reply to story mentions, directly from your inbox!

image

Connecting Your Instagram DMs Channel

Before connecting your DMs channel, you'll want to ensure that you have allowed access to messages on Instagram. To double check if this has already been set, open the Instagram app and go to Settings > Privacy > Messages > Allow Access to Messages.

image

Once you've confirmed that you've enabled this setting, you can begin connecting your Instagram DMs channel.

Go to your Re:amaze account Settings > Channel Settings > Social Channels > Add Social Channel. Select Connect Instagram Direct Messages from the dropdown menu.

image

Log into your Facebook account using the Admin credentials of your Facebook Page. Then select the Instagram Business Account(s) that you would like to connect to Re:amaze.

image

It's required to connect your account as the Facebook Page admin and allow full permissions to Re:amaze. You may experience difficulties with this social channel if otherwise.

Once you've allowed full permissions, click Done.

image

You'll then be redirected back to Re:amaze to select the brand you'd like to connect the social channel to as well as which Instagram Business Account(s) you'd like to set up.

image

After setting the brand and selecting the Business Instagram account, click Done.

Congratulations, you've successfully connected your Instagram DMs channel! You'll begin seeing your Direct Messages arriving into your Re:amaze inbox, and you'll be able to reply to customers immediately.

Supported Capabilities

The Instagram DMs channel will allow you to receive and respond to Direct Messages directly from your Re:amaze inbox. Direct Message requests will also be imported into your inbox, so there's no need to approve these requests directly from your Instagram mobile app.

You'll also be able to view and reply to Instagram stories where your business account has been mentioned. Keep in mind that we do abide by Instagram's 24 hour story limit, and we will not be able to display stories after the story has expired.

Similar to the Facebook channel, the Instagram DMs integration will now allow you to private reply to public comments on your organic Instagram posts. Due to their limited API, private replies is not supported for comments on ad posts.

Message reactions and disappearing messages (photos and videos) are not currently supported in this integration due to Instagram's limited API -- these are only accessible directly from the Instagram app itself.



image

Aug 25, 2021

Contact Us

Not finding what you're looking for? Contact Us Directly