Prerequisites

A Distribution flow having been specified in Local Measure Engage.

Engage clients will need to have an Instagram Business Account and linked Facebook Business Page. Please ensure that both accounts are linked to each other.

The Instagram account needs to have Instagram Direct Messages enabled:

• Open the Instagram App
• For your account go to Settings > Privacy > Messages
• Under ‘Connected Tools’ you Allow access to messages

Instagram Business Account Setup

Additionally, the Facebook Page will need to be linked to a new or existing Instagram Business Account. This will require installing the Facebook and Instagram apps to your smartphone, as their authorization is integrated. To setup a new Instagram Business Account:

1. On your smartphone, Log In to your Facebook User account in the Facebook app.
2. On your smartphone, Log In to the Instagram app using your Facebook User. Tap Log into Existing Account.
3. When prompted for a username and password, tap Continue as <Facebook User> instead.
4. When prompted about Connected Experiences, tap Yes, Enabled Connected Experiences.
5. When prompted to sign up to Instagram with the new account, tap Sign Up.
6. Skip all the setup steps (if you choose). You will then be logged into Instagram with a new account that's connected to your Facebook User account.
7. Once the Instagram account is created and selected, switch it to a Business Account. In the last step, link it to the Facebook Page used for this Engage channel.

Connecting your Instagram Business Account to Engage

• Login to your Engage environment and navigate to Admin Settings.
• Select the Channels tab and click Add New.
• Make sure you are logged into the personal Facebook account that has admin privileges for the business pages you wish to link. There is a link that lets you check if you are logged in.
• Click Continue to Facebook.

Follow the Facebook Flow.

Click on Edit previous settings.

Select which Instagram Business Accounts you want to use with Engage.

Select which Facebook Pages you want to use with Engage.
Please make sure you give Engage full permissions. Failure to do so will mean that we will be unable to link your account to Engage.

Click on Save.The final step is to make sure the correct page is linked to Engage.

Select the Facebook Pages and Instagram accounts you want linked. Click on Done.

Customize Contact Flows Based on Message Type

There are some use cases where an incoming message on Instagram should not trigger a bot flow. For example, an Instagram story reply.

Engage customers have the power to manage which messages receive a bot answer with the instagram_story_reply attribute. Admins can then choose how to react in the contact flow (start a bot conversation, route them to a separate queue etc).