The Instagram DM channel

Buzzeasy offers a smooth integration with Instagram Direct Messages (DM) via Meta's Messaging API. This API is compatible with Instagram Business and Creator accounts. Notably, Buzzeasy's setup process enables users to convert a personal Instagram account into a business account directly within the Buzzeasy portal.

Furthermore, when setting up an Instagram channel, you will be prompted to select a Facebook page during the provisioning process. This step is essential as Buzzeasy links the Instagram account to the chosen Facebook page to activate the Messaging API.

Provisioning an Instagram Channel

To begin provisioning an Instagram Channel, follow these steps:

  • Navigate to the Buzzeasy Portal > Chat > Instagram.
  • Click the Create button.
  • Click the Connect with Facebook button.
    • This will generate an access token from your Facebook account that will grant you and Buzzeasy the required permissions to access the instagram account.
  • Login with the correct Facebook account that has administrative access to the page that will be linked to Instagram.
  • Connect to the Instagram account you wish to enable in Buzzeasy.
  • Select the accounts you wish to use with Buzzeasy. This will only apply if you have multiple accounts that Buzzeasy knows about already.
  • Select the pages for these accounts.
  • Grant the permissions for the Buzzeasy's Meta's application to access the Instagram DM as well as retrieve basic information about the account.
  • Complete the Facebook registration flow and return to the Buzzeasy portal.
  • Select the page linked to your Instagram account.
  • Provide a name for your channel, select a workflow or create a new workflow, designate a business unit and a categorization rule.
  • Complete the rest of the Buzzeasy channel registration steps.

Instagram Channel Connection Status

Buzzeasy actively monitors the link between the Instagram account, the associated Facebook page, and the permissions granted to Buzzeasy. If the connection is disrupted for any reason, the channel will display a 'not connected' warning, along with relevant information provided by Facebook.

The connection might be disrupted due to:

  • Facebook revoking the page administrator's access token.
  • Facebook imposing a ban on the administrator.
  • The administrator detaching the Instagram account from the Facebook page.
  • The administrator updating their password, leading to a failure in Facebook's token renewal.
  • Deletion of either the Instagram account or the Facebook page.

Re-establishing the connection is straightforward. Click the 'Reconnect' button to initiate the process again, avoiding the need to delete and recreate the channel.

Feature support

Buzzeasy provides support for various Instagram features as outlined below:

  • Customer Initiated Messaging: Supported
  • Agent Initiated Messaging: Not Supported
  • Images: Supported
  • Story Replies*: Supported
  • Disappearing Photos: Supported
  • Stickers: Not Supported
  • Emojis: Supported
  • Story Mentions: Not Supported
  • Send Reels/Posts: Not Supported
Note

While agents won't receive the original story, replies to stories will be delivered to the workflow or agent. Agents can access disappearing photos at any time until Meta removes them from their servers.