LiveDesk supports adding Instagram channels for users to engage in conversations with customers. Through this feature, you can achieve:
- Automatically receive messages from Instagram and assign them to the corresponding team or agents.
- View profile details of users who send messages.
- View, manage, and reply to all messages within conversations or ticket lists.
The following will guide you on how to add an Instagram channel.
Prerequisites
The method for LiveDesk to connect to an Instagram channel is to obtain your authorized Instagram Business Account, receive messages sent to your Instagram Business Account, create corresponding conversations in LiveDesk, and assign them to Agents for response. Therefore, you need to create your Instagram Business Account beforehand.
"Add Channel" - "Instagram"
Authorize LiveDesk
You need to authorize LiveDesk to access your Instagram Business Account.
- Click "Connect with Instagram", the page will redirect to the Instagram login interface.
- Log in to your Instagram account for authentication. Enable all permissions displayed in the list to ensure LiveDesk can smoothly perform all required operations.
Complete Creation
After successful authorization, the page will redirect back to the LiveDesk interface, indicating successful creation.
Detailed Settings
After completing channel creation, you can set detailed configuration information in the corresponding channel.
Settings
- Set Channel Greeting Message Default is off. Customize the greeting message input, which will be automatically sent to customers when they start a session.
- Enable CSAT Enabling this feature will automatically initiate a customer satisfaction survey upon resolving an issue. CSAT scores can be viewed later in the reports section.
Conversation Assignment
Displays the conversation assignment rules corresponding to the current channel. Supports routing rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing rules > AI Agent > Human Agent.
When routing rules exist, first check if they meet the requirements of the routing rules. When multiple routing rules exist simultaneously, they are traversed in order; if a rule is met, assignment proceeds according to that rule.
If the current scenario does not meet any routing rules, it is prioritized for assignment to an AI Agent.
When no AI Agent exists, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing mechanisms for assignment based on concurrent load and round-robin average assignment.
Human Agent
Supports setting up the human agents who handle session messages for this channel, allowing addition and removal.
AI Agent
Supports setting up the AI agents that handle session messages for this channel. You can choose to enable or disable their use and support adding GPT AI Agents.
Business Hours
You can set the team's working hours.
If you have clearly defined business hours, check the "Enable Business Availability for this inbox (Enabled)" checkbox. After checking this box, the corresponding parameter settings will appear below. You can set an away message for visitors during off-hours. You can set business hour intervals for each day and the corresponding time zone.
