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Enabling and using Instagram Directly

Note: The instructions in this article require the Zendesk Agent Workspace to be enabled for your account. For more than data about the workspace, encounter About the Zendesk Agent Workspace.

This article describes how you can add together the Instagram Direct social messaging aqueduct to the Zendesk Agent Workspace and configure it to meet your needs.

Information technology includes the following topics:

• Calculation the Instagram channel
• Configuring the Instagram channel

You can also watch the following video:

Instagram setup flow (1:29)

Adding the Instagram channel

The get-go step is to add together Instagram Direct to your channels in the Admin Center.

To add together an Instagram Direct channel

1. In the Instagram app, go to Settings > Privacy > Messages. Nether Connected Tools, toggle on Let access to messages.

   Note: This step must exist performed in the Instagram mobile app. It cannot exist performed via Instagram Web.

2. Open your Zendesk admin account.
3. In Admin Center, click Channels in the sidebar, so select Messaging and social > Messaging.
4. Click Add aqueduct and select Instagram Direct from the drop-down.
5. Click Continue with Instagram Direct to open the Instagram set-up flow.

   The set-upward flow will ask you for the following data. Follow the instructions in the flow to add this data.

   Activeness	Clarification
   Authenticate to your Facebook profile	This is the admin profile linked to your company'south Facebook Business Manager. You tin can Continue with the existing contour or sign in to some other account.
   Provide permission to share your Instagram Account with Zendesk.	Zendesk needs this permission to connect your Instagram Professional person Business Account to the Agent Workspace.
   Provide permission to share your Facebook Page(s) with Zendesk.	Zendesk needs this permission to connect your Instagram Professional Business Account to the Agent Workspace. We recommend that you select all pages.
   Accept the selected permissions	These permissions are needed to send and receive messages from Agent Workspace.

6. When you've finished the set-up flow, click Done.
7. Select the Instagram aqueduct you lot wish to connect from the drop-down, so click Next.
8. Assign a name to the new Instagram channel you are connecting, and so click Add channel. Notation that agents need add comments to an Instagram message from within the Zendesk Agent Workspace; replies made direct in Instagram will not add a comment to the related ticket.

As with Facebook Messenger, Instagram Direct allows a business only seven days to reply to the end user before the messaging window closes. To prevent messages from being sent only not delivered, the composer volition be blocked once the messaging window is closed. The merely way to re-open is if the end user sends a new message.

Additionally, Instagram requires that you reply to an end user'due south initial message within 24 hours, either by amanuensis engagement, or with an automatic message using the auto-responder or chatbot.

Configuring the Instagram channel

Once you've added Instagram to your social messaging channels, yous tin can configure how information technology appears and functions.

To configure the Instagram channel

1. In Admin Eye, click Channels in the sidebar, then select Messaging and social > Messaging.
2. Click the Instagram channel you want to configure to open its Edit page.
3. Update the data in the Basics, Auto-responder, and Message Us push tabs, as described in the sections beneath.
4. Click Save after updating the information in each tab.

The Basics tab

The Nuts tab is populated with the channel and Instagram profile names. Click in each text box to edit these names. Click Save when you're done.

If y'all accept multiple brands fastened to your Zendesk account, you'll also accept a dropdown menu to select a make to connect to the Instagram channel. You lot can merely attach one brand to the channel. If your account has just i brand, this option does non appear under the Nuts tab.

The Car-responder tab

The car-responder sends messages automatically to an stop user when y'all receive their messages. Come across Sending automatic responses to social messages for more detailed information on using and configuring the auto-responder.

If y'all choose to use the machine-responder, click Enable auto-responder, so enter a message for your customers. Click Save when you lot're washed.

The Message United states button tab

Adding a Bulletin Usa push button to your website, mobile app, or assist center allows customers to discover and connect to your Instagram business relationship, where they can request and receive back up via Instagram Direct.

If you lot choose to add a Message Us push button, yous'll demand to configure the following elements, then add the HTML code snippet to each page on the website or mobile app where information technology should be displayed.

Configurable options

Equally you make the selections beneath, a preview of the button is updated on the right side of the aqueduct page.

• Colour: Choose a gradient style for the button, Dark grey or White.

• Size: Select Meaty or Regular.

• Corner radius: This number determines how rounded the push's corners are. Enter a number from 0 (right angle) to 20 (about quarter-round).

• Characterization: Enter the text you want displayed on the button.

• Width: Enter the length y'all want your button (up to 400 pixels).

Adding the Message U.s. button

After you lot've configured the options above, you tin add together the lawmaking snippet to your website, mobile app, or help center.

To add the Message Us button to a website or mobile app

1. Copy the code snippet to your clipboard.
2. Paste the snippet into the HTML of every folio that should include the push before the closing tag.

To add the Message Us push to your Zendesk Guide help center

1. In Guide, click Guide Admin at the elevation of the page, then the Customize design icon () in the sidebar.
2. On the theme you want to edit, click Customize, and so click Edit Code.
3. In the Templates section, click the template yous want to modify, and add the snippet before the template's endmost tag.
4. Click Save.

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Source: https://support.zendesk.com/hc/en-us/articles/4408835013018-Enabling-and-using-Instagram-Direct

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