How to Integrate Instagram to Tegsoft Web Chat?

Instagram's messenger function is called Instagram Direct and allows users to chat with businesses.

Tegsoft provides the opportunity to integrate Instagram Direct Messenger into their products. This integration enables users to manage, record, process and report inbound customer conversations emerging from Instagram Messenger as Tegsoft web chat calls without the need to transfer call data from third parties.

This article describes how to integrate Instagram Direct Message to the Tegsoft Web Chat.

Instagram Messenger Activation Steps

Please, follow the steps below to integrate Instagram Direct Messenger to Tegsoft Web Chat.

1. Facebook Business Manager Activation

First, you need to activate Facebook Business Manager account which is the provider of Instagram Direct Message. Therefore, please create an account from Facebook Business Manager by following the steps in flowchart below.

2. Instagram Messenger Activation

Please, follow the steps below to activate Instagram Messenger account.

1.  ➤ Go to https://developers.facebook.com/ and login to your account.
➤ Click My Apps.

2.  ➤ Click Create App button in the top right-hand corner.

3.  ➤ Select Business app type. (The app type cannot be changed after your app is created.)
➤ Click Next.

4.  ➤ Enter a Display name for your app.
     (This is the app name associated with your app ID. You can change this later.)
➤ Enter an App Contact Email address for your app.
     (This email address is used to contact you about potential policy violations, app restrictions or steps to recover the app if it’s been deleted or compromised.)
➤ Select the Business Account from the list.
     (To access certain permission of features, apps need to be connected to a Business Account.)
➤ Click Create App.

5. After creating app successfully;
➤ Click Set Up Messenger to customize the way you interact with people on Instagram Messenger.

6. After setting up Messenger;
➤ Click Messenger and then Settings.
➤ Click Add or Remove Pages.

7. After adding new page;
➤ Click Generate Token.
➤ Copy generated Token and keep it for future use.
➤ Click Done.

8. After the Instagram Messenger activation is completed successfully, integration parameters shall be set in Tegsoft software.
Follow the steps below in Tegsoft software to set integration parameters.
Step 1 – Click CC Management tab.
Step 2 – Click Contact Center Settings tab.
Step 3 – Click plus icon (+) to add new integration parameters.
Step 4 – Set parameters.
Step 5 – Click the Save button.

The parameters in Step 4 are described in the table below.

9. After generating token;
➤ Click Add Callback URL.
➤ Enter your Callback URL.
(Validation requests and Webhook notifications for this object will be sent to this URL.)
➤ Enter your Verify Token.
(Token that Facebook will echo back to you as part of callback URL verification.)

    ➤ Click Verify and Save.

10. After adding Callback URL;
➤ Click Webhooks.
➤ Select Instagram.
➤ Select messages subscription.

11.After subscribing to the messages webhook;
➤ Click App Review.
➤ Click Permissions and Features.
➤ Filter pages_messaging.
➤ Click Request advanced access for pages_messages permission.

➤ Filter instagram_manage_messages.
➤ Click Request advanced access for instagram_manage_messages permission.

12.After adding the above two permissions and features;
➤ Click Requests.
➤ Click Edit.

13. After clicking the edit button, you will see the following page. In this page, you need to complete all steps of app settings and submit your settings for review. App review process takes approximately 5 days. If your requests are approved, you can proceed to the next step. If your requests are not approved, please edit your requests again, taking into account the feedbacks sent by the facebook team.

14. After all settings are configured and activations steps are completed successfully, web chat skill shall be created using the related number.

For detailed information about creating a web chat skill, please check out Web Chat Skills (Queues) article.

15. After web chat skill is created successfully, text routing rules shall be defined.

For detailed information about Text Routing Rules, please check out Text Routing Definitions article.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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