Tutorials｜CAAC Omnichannel - Instagram Conversation

Creation Date: March 3, 2024

Created By: Crescender Lab

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▶️ Introduction

︎Crescendo Lab is always seeking for optimization for our products. Therefore, we believe that with the features for omnichannel, we can provide the better solutions for our clients! From now on, you can manage the conversations from your LINE OA, FB pages and IG official accounts on CAAC.

📚 Review：Tutorials｜CAAC Omnichannel - Facebook Messenger

💁‍♀️ Advantages

Streamlined Customer Service Management
- Streamline your customer service operations with our all-in-one management solution. Support multiple conversation channels and easily assign conversations to your team members for smoother tracking and responses.
Swift Response
- Manage multiple Instagram business accounts on a single platform, boosting response efficiency and immediacy for your specialists.
Enhanced Customer Experience
- Efficiently manage and address all customer service and sales inquiries promptly, enhancing overall customer satisfaction.

📣 What is CAAC Omnichannel？

CAAC Omnichannel offers brands the capability to simultaneously manage multiple official accounts (such as LINE official accounts, Facebook fan pages, and Instagram business accounts) on a single conversation platform. With this platform, you can view and respond to social messages across channels seamlessly, allowing you to swiftly switch between channels and effortlessly provide omnichannel service, thereby enhancing the customer experience.

▶️ Advantages of CAAC Omnichannel - Instagram Conversation

Managing Multiple Instagram Business Account Conversations on a Single Platform
Brands can deliver superior and comprehensive sales and customer service conversations to their contacts.

ℹ️ Please note that you need the following permissions to proceed with the setup:

Having an Instagram Business Account（Ref: IG help center, how to set up a business account on Instagram)
- Instagram Business Account must be linked with a Facebook Fan Page（Ref: how to connect IG account with FB Fan page)
- CAAC : Owner or Primary Admin
- Facebook Fan Page: Owner or Primary Administrator

⚠️ CAAC Instagram Conversation limitation:

Customers won't see the agent's image and name on Instagram
QR code assignment is not possible on Instagram. But manual and auto-assignment are available.

1️⃣ Steps to set up Instagram message reception on the web version

1. Click on Settings

2. Click on How others can interact with you

3. Mentions Allow @mention from > Click on Everyone

4. Who can tag you > Click on Everyone

5. How others can interact with you > Click on Manage message settings

6. Message Controls > Your followers on Instagram > Click on Message requests

7. Message Controls > Others on Instagram > Click on Message requests

2️⃣ Steps to set up CAAC channels

8. Settings Click on Organization settings

9. Click on Channels

10. Click on Add channel

11. Select Instagram Continue

12. Login to Facebook account

13. Choose the Businesses you want CAAC to access > Opt in to current Businesses only > Continue

14. Choose the Pages you want CAAC to access > Opt in to current Pages only > Continue

15. Choose the Instagram you want CAAC to access > Opt in to current Instagram only > Continue

16. Click on Save

17. Click on Got it

18. After successfully setup, it will show "Connected"

⚠️ To successfully integrate, select the corresponding Facebook fan page and Instagram business account.

⚠️ If you encounter difficulties in connecting Instagram, please proceed to Meta Business Suite to check the relevant settings.

Please ensure that your Instagram business account is linked within Meta Business Suite.
Please verify that your Facebook fan page is linked to the Instagram business account and has complete administrative permissions.

▶️ Conversations

19. In CAAC, you can identify the channels by the channel icon located at the bottom right corner of the contact's profile picture.

Users can utilize the channel filter to sort conversations by their source channels. By default, it includes all channels.
Next to the contact's profile picture, there is a channel icon indicating the conversation's source channel.

ℹ️ Supported attachment types must comply with Instagram's policies:

Images (8 MB): png, jpg, jpeg, gif
Videos (25 MB): mp4, mov, m4a

20. Setup Quick templates

Due to API limitations, Quick Templates only support text message content.
Each template can contain a maximum of 5 message boxes, with each message box containing up to 2000 characters.
When creating a template, please select the target channel and follow the existing process to create the template.
Please note that Quick Templates cannot be used across channels. Each channel's Quick Templates needs to be set up separately.

⛔️ Inbox notification according to Meta messaging policy：

Within 24 hours of a person’s message: this is the standard messaging window which allows user to send messages contain promotional contentBetween
24H - 7 days: human agent can still reply to the message but not allowed to contain promotional content.
After 7 days: not allowed to reply anymore.
- Please notice that if users didn’t follow the policy, the permission of message sent after 24 hours might be temporarily or permanently suspended by Meta officials. In more serious cases, the Official accounts may be suspended.

21. Example for 24 hours chat window

22. Example for after 24 hours chat window

23. Example for 48 hours left chat window

24. Example for after 7 days chat window

# Channel disconnection

Users can disconnect a Instagram channel through channel setting page
After disconnection, users can’t receive or reply messages through the channel. (old conversations and contacts will keep in the system)

25. Organization settings > Channels > Pencil icon

26. Click on Disconnect

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