Social Channels (Instagram Direct Messages)

As social media is gaining more and more popularity, Instagram Direct Messages (DMs) is becoming a major channel for customer support. Connect your Instagram DMs channel to your Re:amaze account to send and receive Direct Messages, as well as reply to story mentions, directly from your inbox!

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Am I eligible to connect my Instagram DMs to my Re:amaze account?

The Messenger API for Instagram is currently available to select Re:amaze users.

We are currently in Phase 2 of Facebook's global rollout of the Instagram Messenger API, which means that only Instagram business accounts with a minimum of 1k followers and a maximum of 100k followers will be able to connect their Instagram DMs channel. All other business accounts will be eligible to connect this channel at a later date. Please check this page for updates and details of the onboarding steps here.

Facebook's estimated global rollout timeline:
  • Phase 1: Starting June 2nd, any Instagram business account with between 10,000 and 100,000 followers can connect their Instagram DMs channel
  • Phase 2: Starting July 7th, any Instagram business account with between 1,000 and 100,000 followers can connect their Instagram DMs channel
  • Phase 3: By the end of Q3 2021, all business Instagram accounts will be able to connect their Instagram DMs channel
Connecting Your Instagram DMs Channel

Before connecting your DMs channel, you'll want to ensure that you have allowed access to messages on Instagram. To double check if this has already been set, open the Instagram app and go to Settings > Privacy > Messages > Allow Access to Messages.

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Once you've confirmed that you've enabled this setting, you can begin connecting your Instagram DMs channel.

Go to your Re:amaze account Settings > Channel Settings > Social Channels > Add Social Channel. Select Connect Instagram Direct Messages from the dropdown menu.

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Log into your Facebook account using the Admin credentials of your Facebook Page. Then select the Instagram Business Account(s) that you would like to connect to Re:amaze.

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It's required to connect your account as the Facebook Page admin and allow full permissions to Re:amaze. You may experience difficulties with this social channel if otherwise.

Once you've allowed full permissions, click Done.

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You'll then be redirected back to Re:amaze to select the brand you'd like to connect the social channel to as well as which Instagram Business Account(s) you'd like to set up.

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After setting the brand and selecting the Business Instagram account, click Done.

Congratulations, you've successfully connected your Instagram DMs channel! You'll begin seeing your Direct Messages arriving into your Re:amaze inbox, and you'll be able to reply to customers immediately.

Supported Capabilities

The Instagram DMs channel will allow you to receive and respond to Direct Messages directly from your Re:amaze inbox. Direct Message requests will also be imported into your inbox, so there's no need to approve these requests directly from your Instagram mobile app.

You'll also be able to view and reply to Instagram stories where your business account has been mentioned. Keep in mind that we do abide by Instagram's 24 hour story limit, and we will not be able to display stories after the story has expired.

Similar to the Facebook channel, the Instagram DMs integration will now allow you to private reply to public comments on your organic Instagram posts. Due to their limited API, private replies is not supported for comments on ad posts.

Message reactions and disappearing messages (photos and videos) are not currently supported in this integration due to Instagram's limited API -- these are only accessible directly from the Instagram app itself.



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Jul 29, 2021

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