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Instagram DM Integration with Vtiger CRM

Learn to integrate your Instagram account with the Vtiger Live Chats Add-on for direct messaging.
L
Lavanya R
12 Jun, 2024 - Updated  10 months ago

Introduction

Vtiger CRM lets you integrate your Instagram account with the Live Chats Add-on for direct messaging. 

To use and respond to Instagram direct messaging in the Live Chat window, you need to:

  • Have a Facebook business page.
  • Have an Instagram Professional account.
  • Integrate your Instagram account in the Vtiger Social module. 
  • Enable the Instagram user in the Websense Widget in the CRM.

Once you have successfully integrated the Twitter account, the Twitter DM icon will be visible in the conversation window in the Live Chat console. 

To integrate Instagram DM with Vtiger CRM, you must have a Facebook Page for your business and a Professional Instagram account as prerequisites. You need to link your Instagram account to your Facebook page. Then enable your Instagram account in Vtiger CRM to receive direct messages from customers. Messages are received in the Live Chats console of the CRM. 

The Live Chats module in the CRM allows agents to send and receive messages from social media visitors. The visitors can message from any social media platform like Facebook, Instagram, Twitter, etc.
 

Prerequisites for using Instagram DM in Vtiger CRM

For you to use Instagram DM with Live Chats in Vtiger CRM, you need to: 

  • Have a Facebook Business Page 
  • Have an Instagram Professional account 
  • Link your Facebook Business Page account with your Instagram professional account

To learn more about creating a Facebook Business Page, click here.
To learn more about Instagram integration with the Social module, click here.

Note: The Live Chats Add-on in Vtiger CRM integrates with Facebook, Twitter, and Live Live Chats. 

Feature Availability

One Growth

One Pilot

One Professional

One Enterprise

Feature Availability

Instagram DM Integration

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-

✓

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To know about the pricing of this integration, click here.

Benefits

Here are some benefits of using Instagram DM in Live Chats: 

  • Centralized Communication: You can centralize your communication channels and manage all customer interactions in one place.
  • Lead Management: You can automatically capture and convert DM conversations into leads or contacts in the CRM since Instagram DMs can source potential leads and inquiries. 
  • Personalized Customer Engagement:  You can access customer data stored in Vtiger CRM while interacting with them through Instagram DMs.
  • Efficient Follow-up: This enables an efficient follow-up process where your team responds promptly to customer inquiries, improving customer satisfaction and reducing response time.

In this article, you will learn about:

  • Integrating Instagram DM in Vtiger CRM
  • Installing Live Chats for Instagram DM
  • Integrating Instagram DM with Vtiger CRM
  • Messaging using Live Chats
  • Common Errors and Limitations
 

Key Terminology

Key Term

Definition

Facebook Business Page

It is a platform for businesses, brands, organizations, and public figures to publish content to establish their presence and engage with their audience.

Instagram 

A social media platform allows individuals, businesses, influencers, and organizations to share content (photos and videos) with their followers.

Followers

Followers on social media accounts are users who have chosen to subscribe to your account and receive updates on the content you share.

Direct Message

A message that is sent directly from one user to another on social media apps.

Live Chats Console

A messaging platform in Vtiger CRM is used to send and reply to messages from website visitors.
 

Using the Live Chats Console

The Vtiger Live Chats Console provides a user-friendly interface for managing and engaging in live conversations with social media visitors. The visitors can be from any Social media platform like Facebook, Instagram, or Twitter. 

The Live Chats Console allows agents to view and manage incoming chat requests in real-time. Agents can see the visitor's information, including their name, email address, and the page they are currently browsing.

The Console keeps a record of chat transcripts, allowing agents to review past conversations for reference or follow-up purposes. This feature helps maintain continuity and provides a comprehensive view of customer interactions.

Agents can share files or documents with social media visitors during chat sessions. This capability enables agents to share additional information or support materials with their customers.

 

Installing Vtiger Live Chats

You can install Vtiger Live Chats from the Extension Store. 

Follow these steps to install Vtiger Live Chats:

  1. Log in to the CRM. 
  1. Click User Profile on the top right corner of the screen.
  2. Click Settings.
  1. Go to Extensions.
  2. Click Add-ons.
  1. Search for the Vtiger Live Chats.
  2. Click Try for 15 days. Are you sure you want to install this Add-on? message appears.
  1. Click Yes.
A successfully installed message will be displayed.

Your Vtiger Live Chats is successfully installed. Once you have installed it, you can find it under Essentials> Conversations> Live Chats.

Installing Live Chat plugin for Instagram DM

To use Instagram for direct messaging, you must first install the Live Chats plugin for Instagram DM from the Extension Store. 

This add-on lets Live Chat agents reply to Instagram DMs within the console. 

Follow these steps to install Live Chats for Instagram DM:

  1. Log in to the CRM. 
  2. Click User Profile on the top right corner of the screen.
  3. Click Settings.
  4. Go to Extensions.
  5. Click Add-ons.
  6. Search for the Live Chat plugin for Instagram DM. Are you sure you want to install the Add-on? message appears.
  7. Click Yes.
A successfully installed message will be displayed.

Your Live Chats plugin for Instagram DM is successfully installed. After installation, find the Live Chats plugin for Instagram DM under the Live Chats module.

Once you have installed the Live Chats plugin and Vtiger Live Chats, let us learn how to Integrate Instagram DM with Vtiger CRM.

Integrating Instagram DM with Vtiger CRM

To integrate Instagram DM with Vtiger CRM, you must have a Facebook Page for your business and a Professional Instagram account as prerequisites. Once these two are created, you can link the Instagram account to the Facebook page.

Let us now see how you can integrate with Vtiger CRM

Following are the steps to integrate Instagram DM with Vtiger CRM:

Step 1: Creating a Facebook Business Page
Step 2: Creating an Instagram Professional Account
Step 3: Linking your Instagram Professional account to your Facebook page
Step 4: Integrating with Vtiger CRM

Step 1: Creating a Facebook Business Page

You can create a  Facebook Business Page from your Facebook account. You will have to add a name, a profile photo, a cover photo, a category for your business, etc. Note: Keep the information ready before you begin.

Click here to go to Facebook to create your Facebook Business Page and follow the instructions.

Step 2: Creating an Instagram Professional account

You can create your Instagram Professional account from your Instagram account. You will have to add a name, a profile photo, a cover photo, a category for your business, etc. 

Note: Keep the information ready before you begin.

Click here to go to Instagram to create an Instagram professional account and follow the instructions.
 

Step 3: Linking your Instagram Professional account to your Facebook page 

Follow these steps to link your Instagram Professional account to the Facebook page:

  1. Log in to your Facebook account.
  2. Click the icon (three horizontal lines) on the right-side top corner of the profile page.
  3. Go to Pages.
  4. Scroll down and select Instagram in the left column.
  5. Click Connect Account.
  6. Click Done.

Your Instagram account will be linked to your Facebook page. To check if the linking was successful, send a  message from your Instagram account to your Facebook account. You will receive a notification on Facebook. This confirms your Instagram and Facebook accounts are linked successfully.

Step 4: Integrating with Vtiger CRM

Follow these steps to integrate Instagram in Vtiger CRM:

  1. Log in to the CRM. 
  2. Click User Profile.
  3. Select Settings.
  4. Type Widgets in the search field. The widgets settings page opens.
  5. Enter or select the following information:
    1. Select Tracker 1 from the Select Tracker drop-down.
    2. Select the Instagram tab. A Please authorize and enable Instagram accounts message will be displayed.
    3. Click SignIn. A Facebook login page will open to confirm your identity.
    4. Enter your Facebook login credentials to sign in. 
    5. Click SignIn.
    6. Enable the toggle Enable Instagram Messenger. Instagram accounts with Page Status will be displayed.
    7. Enable the toggle for the account you wish to use.
  6. Click Save.
You have successfully integrated Instagram into Vtiger CRM. You can start messaging from your Instagram account to receive notifications in Vtiger CRM.

Direct Messaging Using Live Chats

Now that you have integrated Instagram with Live Chats, let us see how to use Live Chats for direct messaging.

Follow these steps to send a message from Live Chats:

  1. Log in to the CRM.
  2. Go to Essentials > Conversations.
  3. Click Live Chats. Live Chats console opens. Instagram DM messages will arrive in the conversation window. You can identify Instagram direct messages with the icon beside them.
  4. Click Instagram message to respond to the sender.
  5. Type your message in the text box to send.
    1. Note: You can also attach images, videos, documents, etc., with your message.
  6. Click Send.
Note: You cannot initiate a conversation and only respond to a message.
 

Common Errors

  1. Are messages not appearing in the Live Chats module?
    1. Make sure all permissions are enabled during the oauth process login.
    2. It may happen if you change your password, then you need to reconnect in the Instagram tab.

Limitations

  1. Mentions are shown as URLs in the Live Chats. On clicking the URL, you can open and see the mention.
  2. A word [STORY] is added as a prefix for any story posted to differentiate it from actual messages.
  3. Instagram stories are shown as URLs.
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