We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
Freshchat by Freshworks now integrates with Instagram DM. This integration, supported by the Freshworks Neo platform’s Messaging API, will enable your business to connect up to 50 Instagram Business accounts and support customers in real-time.
Connect your Instagram account with Freshchat in a few simple steps (refer to this article). Once you have set up your account you can use the ‘topic’ assigned to each Instagram Business account and automatically route tickets to agent groups or bots.
Using this integration, your support agents can
- Get notified about customer comments on your post, story replies & story mentions, and direct messages within Freshchat. They can support with context and reply to comments, story replies, and direct messages.
- Attach images, videos & audio notes (as file attachments). Refer to this article.
- Emote with emoji & message reactions (coming soon) in replies.
- Send private notes to a team member or add canned responses.
- Deploy bots to automatically handle common & repetitive queries - at any time of the day.
Get notified about direct messages and comments on your post
Get notified about story replies and story mentions
Add a private note or reply with a canned response
Attach images, send emojis, use message reactions (coming soon), and more!
Capabilities:
| Feature | Description |
| Messaging formats | Send text, emoji, images, audio & video attachments. |
| Notifications | Get notified when interactions happen - including when a customer sends a direct message, mentions your business in their story, replies to a story, or comments on your post. |
| Conversations | Retrieve conversation history from your Instagram inbox in Freshchat. |
| User Profile | Get access to relevant customer information and reply with context. |
| Private Notes | Send private notes to colleagues to collaborate on tickets. |
| Canned responses | Start with “/” to choose a pre-defined response. Canned responses can include text, images, emojis, and more. |
| ig.me links | Redirect users to a conversation on Instagram using Meta’s shortened URL service. |
Business benefits of the Freshchat - Instagram DM integration:
- Enjoy a hassle-free setup experience with no additional app downloads or integrations
- Be available for your customers on their channel of choice and provide conversational support experiences.
- Improve productivity by empowering your agents to reply with context.
- Deploy bots and automate replies to support round the clock.
FAQs:
1. How to disable comments from flowing into Freshchat?
Please follow the steps below to disable comments from flowing into Freshchat.
1. Go to Facebook page>> Click on your Profile Picture on top right >> Select Settings & privacy>> Select Settings
2. Click Security and login>> Click Business Integrations
3. Freshworks Neo IN>> view and edit settings.
4. Manage comments for the Instagram account connected to your Page >>Toggle off
5. Click on to save
If you want to revert this configuration, please delete and re-integrate their Instagram account with Freshchat.
Please find the video for reference - The Facebook UI has changed and the video corresponds to the Older Facebook UI - The Steps given above should work & would disable comments from flowing into Freshchat
We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
