1. Which authorization is needed to connect an Instagram account to CommBox's system?
An administrative user's authorization is needed to connect an Instagram account with CommBox's system.
2. How does the synchronization work with Instagram?
Only synchronization of the Instagram messages is done in real-time, without relation to the synchronization of the channel.
3. How do you setup a new channel within Instagram?
Personally, ensure that the account you want to connect to is a Business Account, and ensure that the account allows access to DMs, customers who already have a connected Instagram account must click the Add button again to grant the account new permissions. Afterward, create a Facebook account and connect an FB Messenger channel to this Page. The Instagram account is linked (if it already exists there is no need to re-create them) now you can create a new Instagram DM channel and connect the account to it.
4. Does the Agent Workspace support Instagram's Story feature?
The Story will be included in a DM to the user, if you've done a Mention for the relevant user within the Story.
5. Does the Agent Workspace support deleting messages in real-time by a customer on Instagram?
Yes, the message will be deleted in real-time and the Agent Workspace will be store in the database as Deleted.
6. A survey does not appear at the end of the conversation. Why?
The buttons are supposed to appear but only while using the Instagram app from a mobile device.
7. How can I check that my Instagram and facebook are linked properly?
Verifying the Connection Between Your Facebook Business Page and Instagram Account
If your Instagram account is not showing up when connecting it to the system, please make sure that it is correctly linked to your Facebook Business Page and that you are using an account with the proper permissions.
Here’s how to check:
Go to your Facebook Business Page.
Click Settings.
Select Linked Accounts (or Instagram in some versions).
Verify that your Instagram account is connected to the page.
If it is not, link it from this screen.
Make sure the Facebook account you are logged in with has Admin permissions on the page (only admins can manage connected Instagram accounts).
Once the Instagram account is properly linked and you have admin rights, the business page will appear in the system when connecting Instagram.