BoldDesk improves Instagram customer service by consolidating Instagram messages and interactions into one user-friendly platform. Discover how to set up and link Instagram with BoldDesk to simplify customer communication and enhance support effectiveness. This guide provides instructions on prerequisites, configuration steps, and advanced features for handling multiple Instagram accounts, all within a single, easy-to-use helpdesk system.

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, and videos with customers efficiently to enhance communication and enrich the customer experience.
• Multichannel Support: Configure and manage multiple Instagram accounts within your helpdesk.

Prerequisites

Ensure the following prerequisites are met:

• A Facebook account with an active business page is required.
• An Instagram Professional account. Explore how to Get your business started on Instagram.
• Make sure your Instagram Professional account is linked to your Facebook business page before connecting it to BoldDesk.
  Explore further instructions on How to Connect your Instagram Account to a Facebook Page.

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.

How to Configure an Instagram Account to BoldDesk

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

1. Sign in to BoldDesk

2. Navigate to Admin > Chat > Instagram.

3. Click the Authenticate button to configure Instagram in BoldDesk.
   

   
   
   

4. Log in with Facebook or continue with the account you’re already logged in with:
   

   
   
   

5. Select the businesses you want BoldDesk to access and click Continue.
   

   
   
   

6. Select the Facebook page(s) that you want BoldDesk to access and click Continue.
   
   

   
   
   

7. Choose the businesses you want BoldDesk channel to access. You can select one or multiple accounts. Click Continue
   

   
   
   

8. Choose which Instagram business account you want to use with BoldDesk. You can select one or multiple accounts. Click Continue.
   

   
   
   

9. Click Save to finish connecting with Instagram.
   

   
   
   

10. 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:

1. Go to Admin > Chat > Instagram > View Accounts.
   

   
   
   

2. Click Add Account.
   

   
   
   

3. 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:

1. Navigate to Admin > Chat > Instagram > View Accounts.

2. Click Manage for the Instagram account to add an account.
   

   
   
   

3. Click Add Account.
   

   
   
   

4. Enter a Name, select your Instagram Professional Account, choose a Brand.

5. Click Next.
   

   
   
   

6. Enable the necessary options for comment-related configuration and click Next.
   

   
   
   

7. 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.

   • Conversation Closure Message: Sent automatically at the end of the conversation.

   • 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.

   • Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.

   • Auto-tag Conversations: When a conversation is created, configured tags are automatically mapped to it.
     

     
     
     
     
     

FAQs

1. Can I connect a personal Instagram account to BoldDesk?
No. BoldDesk only supports Instagram Professional accounts. Personal accounts cannot be integrated. If you have a personal account, you’ll need to convert it to a professional account first.

2. Why do I need a Facebook Business Page to connect Instagram?
Instagram’s API requires that your Instagram Professional account is linked to a Facebook Business Page. This is a mandatory step for authentication and message syncing. Without this link, BoldDesk cannot access Instagram messages.

3. What happens if I change my Facebook or Instagram credentials after integration?
If you update your login credentials or permissions, you may need to reauthenticate your Instagram account in BoldDesk. Go to Admin > Chat > Instagram > View Accounts and click Reauthenticate to restore connectivity.

Related Articles

1. How to Connect your Instagram Account to a Facebook Page
2. How to Manage Instagram Accounts in BoldDesk