With the help of the External channels functionality, you can communicate with clients directly in your Uspacy while they are messaging you on third-party services, for example, on Instagram.
To do this, just connect and configure the integration to make sure you get messages in your Space.
Features of work
At Uspacy, the functionality of external lines is implemented through integrations with specialized services.
In the Marketplace section there is a free application, which, after its installation and configuration, will allow you to work with client requests in the Uspacy chat.
Therefore, for correct operation of Instagram, you will need to perform preparatory actions, and then configure the connection at Uspacy. In addition, the integration with Instagram is implemented through the link to Facebook.
About everything below ⬇️
Preparatory actions
Switch your personal Instagram profile to a professional one. More here
Create a Facebook business page. More here
Connect your Instagram account to a Facebook page you manage. More here
In the browser, log into the Facebook account through which you manage the business page to which your Instagram is connected. This action is optional as it is possible to log in already at the stage of connecting the integration to your Space.
Also, be sure to give this Facebook business page access to your Instagram inbox.
Connection
First, you need to install the free app to integrate Instagram with your Space. Go to the Marketplace section and click on the Get button.
When the app is installed, open its settings.
Here you need to set the parameters of the new connection.
💡 After connecting your first Instagram account to Space, the Add new connection button will appear in the settings. If you have several Instagram accounts and want to connect them all, you can easily do it.
First, connect it to Facebook. To do this, use the special button Continue with Instagram.
💡In order to connect it successfully, you need to be authorized in the Facebook account through which you manage the business page to which your Instagram is connected. This can be done in advance in a separate browser tab.
If you have not passed such authorization, log in the window that opens.
When the connection is established, select the Instagram profile to connect. If you have only one account, then it is filled out automatically.
Next, specify the name you would like for the channel.
💡The values for the fields Default source and Typical person responsible cannot be filled out yet.
Finally, check the Yes option if you want comments on posts or Reels videos to be sent as messages to the chats of the external lines of your Space.
When everything is ready, click Save.
If it was connected successfully, it will be immediately displayed in the status and the connection will appear in the list.
How does it work?
Clients message you on your business Instagram account, comment on your posts or Reels.
💡 Please note❗️
🟣 Clients will receive your responses to their comments under posts and Reels in Direct. Sometimes, Instagram may hide them, as it considers such messages unknown. Therefore, clients will be able to find your first response to their comment in Direct – Requests, the Hidden requests folder.
🟣 If the dialog with a client started with a comment under a post or Reels, only one message can be sent from the Space as your first response. After that, you need to wait for the client to reply. Then, you can send your responses one by one, and all messages will be delivered in order.
What to do if you ignore these tips? The client will receive your first message. As soon as he/she replies, all the messages you sent afterward will be received.
Their messages will be redirected to External channels and you can easily communicate with them directly in your Space chat.
💡 Please note that you have a response window of 7 days to reply to the client. This time frame starts from the moment of their inquiry.
In other words:
🟣 If 7 days have passed since the last message from the client, your response will not be delivered to them.
🟣 If you do not respond to the client's initial message and do not interact with the chat within 7 days, any responses will be delivered.
🟣 If the client messages again after the 7 days have expired, a new chat will be created in the Space.
It’s better to respond at once, ideally within 24 hours.
In addition, on a basis of each dialog, a Lead will be created, with which you can further work in CRM and take it through the entire sales funnel.
🔍 You can read more about how to work with chats in external lines in the following article.
Settings update
An Update connection button has been added to the Instagram app settings.
After clicking it, you will need to reconnect. This will update the necessary permissions for the app and the access tokens.
If you have additional questions or you need to contact the support, send a request to this email [email protected]