Zenvia Conversion simplifies communication with your audience. Through our solution, you can respond to everyone who contacts your company via Direct Messages (DMs) on Instagram and improve your conversion strategies.
By integrating Instagram with Zenvia Conversion, you can manage and centralize communication with your customers. This includes sending welcome messages, answering questions, and even sending invoices, among other options. Additionally, you can analyze metrics such as response times and the number of sales made.
In this article, you'll find information about:
- How the integration works.
- How to activate Instagram in your Zenvia Conversion account.
- How to configure your message requests.
- Managing the Instagram Inbox.
💡 Tip: The integration is available on desktop and mobile devices.
How It Works
From the customer's perspective during a direct message conversation, they can choose between various options provided by a chatbot (Zenvia Conversion Bot) or start a conversation with an Agent (consultant) via Instagram DMs.
Agents are the individuals responsible for customer service, while Zenvia Conversion Bots is Zenvia's native chatbot that helps automate messages for initial interactions with customers.
From your company's perspective, all messages are sent through our platform, but the customer views the responses as if they were coming from your company's Instagram account.
Within Zenvia Conversion, each group can use only one Instagram account. A basic plan allows you to manage one Instagram account, one WhatsApp line, and one Facebook Messenger account integrated with Zenvia Conversion. Pro plans have no limitations on the number of accounts.
Instagram messages are independent of WhatsApp or Facebook messages. If a customer contacts you through these three channels, three separate leads are created, one for each channel.
Due to Instagram's policies, service occurs in sessions, with a response time limit of up to 7 days after the customer's last message. Unlike WhatsApp integration, you cannot use pre-approved templates to reopen the session, so you cannot resume the conversation with the customer unless they initiate a new one.
The Instagram API does not allow the sending of audio, video, or PDF files. Additionally, you cannot enter your Zenvia Conversion number in the Instagram Contact option, so it is recommended to use the official short link "https://wa.me/99999999999."
How to Activate Instagram in Zenvia Conversion
1. Ensure that your Instagram page allows the sending of messages through pages with access approved by Facebook. You can verify this on your Instagram profile by going to Settings > Privacy > Messages > Allow access to messages.
2. In Zenvia Conversion, go to the Customer Service Channels side menu and click Add Channel.
3. Select the Instagram channel.
You will need to log in to your Instagram Business account, which should also be associated with a Facebook page.
To do this, go to your Instagram account and follow the instructions to connect your Instagram account for responding to direct messages.
Choose your Facebook account to connect with Zenvia Conversion and log in to continue.
Select the Instagram account you want to use with Zenvia Conversion. Complete the action by clicking Next.
4. Once permissions are granted, select the actions that the Zenvia Conversion Bot should take for messages received on Instagram. By default, you can select that they be redirected to the appropriate teams.
You're all set!
⚠️ Attention: If you change your Instagram account password, you need to reconnect the channel in Zenvia Conversion as permissions are lost, and the token generated after integration activation is invalidated.
Configuring Message Requests on Instagram
To receive direct messages on Instagram, you need to manage who can send message requests. Follow these steps:
1. Access your Instagram profile by tapping your photo in the lower right corner.
2. Tap the More Options icon, located in the upper right corner. Then, go to Settings and Privacy.
3. Scroll down and go to the How Others Can Interact with You section. Select Messages and Replies to Your Story.
4. In the Message Controls section, choose whether to receive messages in your chat list (Inbox), the Message Requests folder, or if you prefer not to receive them.
💡 Tip: You must accept message requests received in the Message Requests folder before they appear in your chat list. Messages from people you follow on Instagram will always go directly to your chat list. Accounts blocked by you cannot send message requests.
Managing the Instagram Inbox
The management of the Instagram Inbox is divided into three tabs:
All: Displays messages from all tabs, except those in the Hidden Words folder.
Primary: Shows messages you want to prioritize and offers the option to move messages. Notifications for unread messages are enabled but can be disabled.
General: Is more focused on messages you want to review later. Notifications for unread messages are disabled but can be enabled.
The Message Requests option allows you to view direct messages from accounts you follow and organize them based on their importance.
You can move messages to the Primary tab when responding to or accepting a contact request. Subsequently, all future messages from that person will be automatically directed to this tab.
It's possible to filter flagged or unread conversations by tapping the filter icon. To manage multiple messages, tap the list icon in the upper right corner of the Inbox and take actions on multiple messages.
⚠️ Attention: Keep in mind that it's not possible to track the Delivered or Read status of messages sent via Zenvia Conversion due to limitations of the Instagram API. When the message is read, you will see a double blue checkmark (☑️☑️).