Instagram is a messaging platform that allows sending texts, photos, videos with effects, and personalized interactions such as selfie stickers and reactions. In Zenvia Customer Cloud, it is available as a channel for Commercial Support, Customer Support, and Chatbots.
On Instagram, interactions are limited to a 24-hour session. After this period, businesses can no longer send proactive messages unless the customer initiates the conversation again or through sponsored messages. In commercial and support services, responses must be sent within this time frame to avoid interruptions. For chatbots, automation should be configured to capture information quickly and escalate support before the session ends.
Common Use Cases
Automated Satisfaction Surveys: Automatically send satisfaction surveys after interactions with support or completed purchases.
Abandoned Cart Recovery: Remind customers about items left in their shopping cart with automated messages on Instagram.
Product Launches and Promotions: Use the chatbot to engage followers during the launch of new products or exclusive promotions, offering pre-sales or discount coupons.
Customized Notifications: Send automatic reminders for events or exclusive promotions.
Order Tracking: Allow customers to track orders directly on Instagram, improving the experience and trust in the delivery process.
Simplified Reservations and Quick Support: Facilitate reservations or respond to frequent questions efficiently using an integrated chatbot.
Activate the Instagram channel
To start using Instagram in Zenvia Customer Cloud, follow the steps below:
- Go to the side menu and click on Settings > Channels.
- Under Instagram, click Connect.
- Then click Connect with Facebook. You will be redirected to the Facebook login page.
- Log in to your Facebook account with admin permissions.
- Select the Instagram Business Accounts you want to integrate.
- Select the Facebook Pages associated with the Instagram accounts you want to use for customer service.
- Select the permissions you want to grant to Zenvia Customer Cloud.
- Review the settings and complete the integration.
💡 Tip: Ensure that your Instagram account is set up as a Business Account and linked to a Facebook Page, as this is a requirement for the integration.
Available Features
After completing the integration, all messages sent and received on Instagram will be available in the corresponding module in Zenvia Customer Cloud. Depending on your use case, you will be able to:
- Commercial and support service: Use Instagram to manage direct interactions with your customers in the service inbox, ensuring fast and centralized responses. For commercial service, it's important to assign interactions correctly. Select the appropriate agent or group so all messages received via Instagram are directed to the right team.
- Automated chatbot: Set up chatbots to answer frequently asked questions, share information, or even run interactive campaigns.