Configure and Connect Instagram with BoldDesk

3 mins read

Updated:

BoldDesk enhances Instagram customer service by integrating Instagram messages and interactions into a single, easy-to-use platform.

Key Features of BoldDesk’s Instagram Integration

Effortless Connectivity: Quickly connect your Instagram account to BoldDesk for seamless integration and aligned social media efforts.

Integrated Messaging: Manage and respond to Instagram messages directly within BoldDesk to streamline communication and improve customer support.

Multimedia Sharing: Share texts, images, videos, and more with customers efficiently to enhance communication and enrich the customer experience.

Group-Based Assignment: Automatically assign chats to a group based on your configuration when a user sends a message from Instagram.

Multichannel Support: Configure and manage multiple Instagram accounts within your helpdesk.

Before you start

Ensure the following prerequisites are met:

A Facebook account with an active business page is required.
An Instagram Business account. Learn how to create one.
Make sure your Instagram Business account is linked to your Facebook business page before connecting it to BoldDesk. Follow this guide to complete the setup.

Set a Default App in Facebook Page Settings

Setting a default app in your Facebook Page settings, as described in the article below, is a necessary step to start receiving messages from Instagram and replying to users effectively.

Please refer to the guide on assigning a default app in Facebook Page settings

How to Configure an Instagram Account to BoldDesk

The following are steps on how to configure Instagram to BoldDesk:

Sign in to BoldDesk
Navigate to Admin > Chat > Instagram.
Click the Authenticate button to configure Instagram in BoldDesk.
Log in with Facebook or continue with the account you’re already logged in with:
Select the businesses you want BoldDesk to access and click Continue.
Select the Facebook page(s) that you want BoldDesk to access and click Continue
Choose which Instagram business account you want to use with BoldDesk. You can select one or multiple accounts. Click Continue
Click Save to finish connecting with Instagram.
This confirmation page indicates that your account has been successfully connected to BoldDesk. Click Got it to return to BoldDesk.

How to Configure Multiple Instagram Accounts to BoldDesk

BoldDesk supports connecting and managing multiple Instagram accounts, providing enhanced account management capabilities for businesses.

Follow the given steps to add multiple Instagram accounts:

Go to Admin > Chat > Instagram > View Accounts.
Click Add Account.
Repeat steps 4 to 9 from the How to Configure an Instagram Account to BoldDesk section to complete the setup.

Add Instagram Account Configuration

Follow the given steps to add the Instagram account to BoldDesk:

Navigate to Admin > Chat > Instagram > View Accounts.
Click Manage for the Instagram account to add an account.
Click Add Account.
Enter a Name, select your Instagram Business Account, choose a Brand
Click Next.
Enable the necessary options for comment-related configuration and click Next.
Enable the options in the Direct message configuration based on your requirements and click the Save button.
- Read Receipts: Indicates that messages have been read by the recipient.
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- Instagram Story Reply and Mention: Facilitates streamlined and organized private communication with customers who engage through Instagram stories.
- AI Agent Assistant: It allows an AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto-assign to AI agent or Manual Handover) and the AI Agent to use for the account.