How Can I Integrate Instagram into Comm100

Comm100’s Social Media Integration allows your agents to support a broader range of your customers. Now you can handle Instagram queries within your Comm100 Agent Console. The integration process requires a few steps before engaging with your Instagram visitors.

You must have the following pre-requisites to integrate your Instagram professional account to Comm100:

  • Instagram Professional account 
  • Instagram Professional Account linked to a Facebook Page

To learn how to link Instagram Professional Account to a Facebook Page, see this article.

Once your Instagram Professional account is successfully connected to your Facebook Page, go to Comm100 Control Panel and configure the integration.

Step-by-Step Instructions

To connect your Instagram Professional account to Comm100, follow these steps:

  1. Log in to your Comm100 Control Panel.
  2. From the left navigation menu, go to Ticketing & Messaging > Channels > Instagram.
  3. Click Add Instagram Page.
    instagram kb.png
  4. Log in with your Facebook account.
    • If you have multiple Facebook Pages created on your Facebook account, select the one that is associated with the Instagram Professional account to connect it to Comm100.
    • If there are multiple Instagram Professional accounts to select, you need to select respective Facebook Pages and Instagram Professional accounts.
  5. Allow Comm100 Ticketing & Messaging to access your Instagram account and click Done. kb-insta-03.png  kb-insta-04.png
    Your Instagram Professional account is successfully connected and listed on the Instagram page. 
  6. From the Channel Account tab, click the Instagram account name or the Pencil icon from the list to configure the integration options.kb-insta-05.png
  7. Turn ON the toggle key to enable the integration of the Instagram account.
  8. From the Integration Options section, you can do the following:
    • Convert Instagram Post to a ticket: All associated comments are captured with comment hierarchy in the same ticket in Comm100.
    • Convert Instagram Post Comments to a ticket: Converts each new comment thread under an Instagram Post to a ticket in Comm100. All comments under the new comment thread are received under the respective ticket.
      The Convert Instagram Post to a Ticket option is selected by default, however, you can also select Convert Instagram Post Comments to a ticket from the drop-down list
    • Convert Instagram Direct Message to a ticket: All direct messages are captured under the respective ticket in Comm100.kb-insta-06.png
  9. Click Save.
  10. The connected Instagram accounts are listed on the Instagram page. You can edit or delete these accounts from the Operations column.kb-insta-07.png
    The integration is now complete. You can now create a dedicated View for Instagram Post, Post Comments, and Direct Messages in the Ticketing & Messaging tab on your Agent Console and reply to your visitors' messages there. kb-insta-08.png

You can also set up your Chatbot for the Instagram channel, To learn about using Chatbot in Social channels, see this article.

Note:  Instagram integration is available in our Comm100 Multi-Channel Plan. Chat with us or speak to your account manager for more details.