Inbox Instagram - STILINGUE Smart Care January 31, 2024 12:43 Updated Index: Introduction Collect Viewing your messages on STILINGUE Respond via STILINGUE Smart Care Limitations Introduction Expand your customer engagement by collecting Instagram Direct Messages (DMs). STILINGUE Smart Care brings together essential collection channels to enhance the performance of your customer service team - or potential customer - for your brand. With the ability to collect and respond to Instagram's private messages in one place, you get closer to the user, expand contact possibilities, and build real conversations. Learn how to access private messages from your proprietary Instagram page through the platform: Collect First, it's important to note that if your business profile is already connected to STILINGUE, you need to remove it from the My Connections area and reconnect the page to enable Instagram Inbox collection. If you are connecting for the first time, simply follow the instructions below. To collect this type of interaction within STILINGUE Smart Care, your page must: 1. Being connected to the platform; 2. Being set up as a Business profile - that is, a commercial profile; 3.Having the Instagram app installed on your phone and message access authorized in the app settings. To complete this action, access the menu icon in the upper right corner and click on "Settings," then "Privacy": Next, go to "Messages" and turn on the "Allow message access" button to authorize the collection of messages from your Business profile: Viewing your messages on STILINGUE It is not necessary to activate this option within the Settings area, just select it within the Conversation Filter: 1. Channel Select Instagram as the collection channel. 2. Pages Choose the page(s) you would like to view the collected inbox messages from. 3. Interaction Next, check the "Inbox" option. Important! When a new inbox is collected, the system also performs an automatic retrospective of the entire conversation so that the operator has a historical context. However, the retrospective display of image and video formats will only occur if they are among the 50 most recent interactions in each conversation. Audios will not be displayed retrospectively. Attention! Some Instagram users have the option to not receive new message requests enabled in their privacy settings. When a response is sent to a user via Private Reply, STILINGUE Smart Care sends the message as usual. However, due to a limitation in the API (which does not inform us whether the user has this option enabled), we are unable to notify that the user will not receive it. Respond via STILINGUE Smart Care Just like in other social media interactions, you can use various features along with the response to Instagram's private message. Check out some of them: Add saved responses; Send saved images; Check the message; Like the message; Add themes and tags; View and modify sentiment analysis; Change the respondent, criticality, and status; Creating and accessing internal notes; Viewing image, video, and audio. Limitations The Instagram API imposes some restrictions on this specific interaction. Therefore, it is not possible to perform the following actions through the platform: Responding to a private message with audio; Receiving attachments not supported by the Meta API; Make voice/video calls; Receive videos and Reels (share); Like, report, or delete already sent messages; Reply to messages sent more than 7 days ago; DMs awaiting approval do not have guaranteed delivery via the API unless the page accepts the conversation. Otherwise, within 30 days, these DMs will no longer be available via the API, even after acceptance. Additionally, it is important to note that, due to API restrictions, it is not possible to obtain information about which device sent the collected inbox messages. By default, the system indicates that received inboxes originated from a computer, but there is no way to determine if the message was sent from a mobile phone, desktop, or other device. For more information, visit the discussion on the subject at our community or videos on our channel. 😃 Related articles General Settings - STILINGUE Smart Care Engagement Index - Proprietary Metrics Private Response - STILINGUE Smart Care FAQs - Listening Managing Access Permissions