Grow your omnichannel communication stack with Instagram

Add Instagram posts and direct messaging to your omnichannel communication mix to interact with customers on one of the world’s most popular social media platforms.

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Expand your reach and boost interactions worldwide

Meet customers where they are on social media and offer them personalized Instagram support to level up their conversational experiences.

160x

increase in Instagram interactions for retail and eCommerce brands

Source: Messaging Trends (Infobip)

1 billion +

Instagram users worldwide

Source: Instagram

90%

of Instagram users follow businesses

Source: Instagram

Set up a full contact center solution behind your Instagram profile

Enable customers to reach out to you for support as they explore your posts and products on Instagram.

Cloud contact center solution

Give live agents access to Instagram direct messages so they can improve customer support over the popular social media app. With Conversations, they have a full view of conversation history and complete context on how to resolve queries quickly and efficiently.

Explore Conversations

Chatbot building platform

Create a chatbot that can instantly respond to customer queries over Instagram. Guide customers through their journey, allow them to get their questions answered quickly, and offer the best conversational experiences for customer support on their favorite social media app.

Explore Answers

Entice your customers to start a conversation

Instagram direct messages are accessible only through customer-initiated conversations. Ensure you offer easy access points to your Instagram account and allow customers to reach your support team in a single app.

Turn your social media page into an entry point for customer service. While customers are interacting with your Instagram profile, they can easily start a conversation with your brand and send a direct message to inquire about your products or services.

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Elevate customer support with Instagram features

Easily accessible conversations

Through comments, story replies, story mentions, and direct message buttons on your Instagram profile, customers can contact your brand without a hitch.

Quick and easy interactions

With quick replies, rich cards, and carousels, you can offer customers a faster and more efficient customer support experience over Instagram.

Richer engagement

Exchange texts, images, videos, audio, and stickers to make your Instagram interactions more engaging for customers.

User-friendly product displays

Set up easy-to-use carousels to showcase your products and allow customers to browse details in your conversation.

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Grow customer relationships with personalized Instagram support

Be where your customers are, offer better support, and build lasting relationships directly through your Instagram profile.

Acquire

Help convert Instagram visitors with always-on support

Offer up-to-date information on products, availability, and product suggestions when a customer reaches out to you over Instagram Direct Messaging with a self-service chatbot.

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Grow

Retain

Offer fast resolution to delivery queries

Keep customers informed while they wait for their order. Update them on the status of their delivery or the pick-up location and time over Instagram when they reach out to you.

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Offer better support for returns and refunds

Make returns and refunds a smooth experience with Instagram messaging. Offer accurate and prompt information about your return policies and the steps customers need to take to keep them satisfied with your brand.

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Access one dashboard for all your Instagram interactions

Boost agent productivity by making all interactions available on one dashboard, and offer personalized replies to comments from customers on Instagram.

Comment replies

When a customer posts a comment on your Instagram posts, reply to them directly and manage customer interactions from one platform.

Productive live agents

Agents can manage multiple interactions at once over Conversations. They can reply to comments on public posts or engage with customers over direct messages, offering more personalized experiences.

All on a single platform

Instagram posts and direct messages are available on a single platform, making it easy for agents to resolve issues promptly.

Contact an expert

		
			curl -L -g -X POST 'https://{baseUrl}/ccaas/1/conversations' \
 -H 'Authorization: {authorization}' \
 -H 'Content-Type: application/json' \
 -H 'Accept: application/json' \
 --data-raw '{
   "topic": "Topic.",
   "summary": "Summary.",
   "status": "OPEN",
   "priority": "HIGH",
   "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
   "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
 }'
							
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			{
   "topic": "Topic.",
   "summary": "Summary.",
   "status": "OPEN",
   "priority": "HIGH",
   "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
   "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
 }
							
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			OkHttpClient client = new OkHttpClient().newBuilder()
     .build();
 MediaType mediaType = MediaType.parse("application/json");
 RequestBody body = RequestBody.create(mediaType, "{\"topic\":\"Topic.\",\"summary\":\"Summary.\",\"status\":\"OPEN\",\"priority\":\"HIGH\",\"queueId\":\"FBDDA7F8B33417374ACC02F5265527E6\",\"agentId\":\"97457D13B1FC79AF3C1A1096AE7E77AB\"}");
 Request request = new Request.Builder()
     .url("https://{baseUrl}/ccaas/1/conversations")
     .method("POST", body)
     .addHeader("Authorization", "{authorization}")
     .addHeader("Content-Type", "application/json")
     .addHeader("Accept", "application/json")
     .build();
 Response response = client.newCall(request).execute();
							
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			var client = new RestClient("https://{baseUrl}/ccaas/1/conversations");
 client.Timeout = -1;
 var request = new RestRequest(Method.POST);
 request.AddHeader("Authorization", "{authorization}");
 request.AddHeader("Content-Type", "application/json");
 request.AddHeader("Accept", "application/json");
 var body = @"{""topic"":""Topic."",""summary"":""Summary."",""status"":""OPEN"",""priority"":""HIGH"",""queueId"":""FBDDA7F8B33417374ACC02F5265527E6"",""agentId"":""97457D13B1FC79AF3C1A1096AE7E77AB""}";
 request.AddParameter("application/json", body,  ParameterType.RequestBody);
 IRestResponse response = client.Execute(request);
 Console.WriteLine(response.Content);
							
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			package main
 import (
     "fmt"
     "strings"
     "net/http"
     "io/ioutil"
 )
 func main() {
 <code>url := "https://%7BbaseUrl%7D/ccaas/1/conversations" method := "POST" payload := strings.NewReader(`{"topic":"Topic.","summary":"Summary.","status":"OPEN","priority":"HIGH","queueId":"FBDDA7F8B33417374ACC02F5265527E6","agentId":"97457D13B1FC79AF3C1A1096AE7E77AB"}`) client := &amp;http.Client { } req, err := http.NewRequest(method, url, payload) if err != nil {     fmt.Println(err)     return } req.Header.Add("Authorization", "{authorization}") req.Header.Add("Content-Type", "application/json") req.Header.Add("Accept", "application/json") res, err := client.Do(req) if err != nil {     fmt.Println(err)     return } defer res.Body.Close() body, err := ioutil.ReadAll(res.Body) if err != nil {     fmt.Println(err)     return } fmt.Println(string(body))</code>
 }
							
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			import http.client
 import json
 conn = http.client.HTTPSConnection("{baseUrl}")
 payload = json.dumps({
     "topic": "Topic.",
     "summary": "Summary.",
     "status": "OPEN",
     "priority": "HIGH",
     "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
     "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
 })
 headers = {
     'Authorization': '{authorization}',
     'Content-Type': 'application/json',
     'Accept': 'application/json'
 }
 conn.request("POST", "/ccaas/1/conversations", payload, headers)
 res = conn.getresponse()
 data = res.read()
 print(data.decode("utf-8"))
							
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			&lt;?php
 $curl = curl_init();
 curl_setopt_array($curl, array(
     CURLOPT_URL =&gt; 'https://%7BbaseUrl%7D/ccaas/1/conversations',
     CURLOPT_RETURNTRANSFER =&gt; true,
     CURLOPT_ENCODING =&gt; '',
     CURLOPT_MAXREDIRS =&gt; 10,
     CURLOPT_TIMEOUT =&gt; 0,
     CURLOPT_FOLLOWLOCATION =&gt; true,
     CURLOPT_HTTP_VERSION =&gt; CURL_HTTP_VERSION_1_1,
     CURLOPT_CUSTOMREQUEST =&gt; 'POST',
     CURLOPT_POSTFIELDS =&gt;'{"topic":"Topic.","summary":"Summary.","status":"OPEN","priority":"HIGH","queueId":"FBDDA7F8B33417374ACC02F5265527E6","agentId":"97457D13B1FC79AF3C1A1096AE7E77AB"}',
     CURLOPT_HTTPHEADER =&gt; array(
         'Authorization: {authorization}',
         'Content-Type: application/json',
         'Accept: application/json'
     ),
 ));
 $response = curl_exec($curl);
 curl_close($curl);
 echo $response;
							
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			var settings = {
     "url": "https://{baseUrl}/ccaas/1/conversations",
     "method": "POST",
     "timeout": 0,
     "headers": {
         "Authorization": "{authorization}",
         "Content-Type": "application/json",
         "Accept": "application/json"
     },
     "data": JSON.stringify({
         "topic": "Topic.",
         "summary": "Summary.",
         "status": "OPEN",
         "priority": "HIGH",
         "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
         "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
     }),
 };
 $.ajax(settings).done(function (response) {
     console.log(response);
 });
							
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			var https = require('follow-redirects').https;
 var fs = require('fs');
 var options = {
     'method': 'POST',
     'hostname': '{baseUrl}',
     'path': '/ccaas/1/conversations',
     'headers': {
         'Authorization': '{authorization}',
         'Content-Type': 'application/json',
         'Accept': 'application/json'
     },
     'maxRedirects': 20
 };
 var req = https.request(options, function (res) {
     var chunks = [];
 <code>res.on("data", function (chunk) {     chunks.push(chunk); }); res.on("end", function (chunk) {     var body = Buffer.concat(chunks);     console.log(body.toString()); }); res.on("error", function (error) {     console.error(error); });</code>
 });
 var postData = JSON.stringify({
     "topic": "Topic.",
     "summary": "Summary.",
     "status": "OPEN",
     "priority": "HIGH",
     "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
     "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
 });
 req.write(postData);
 req.end();
							
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			require "uri"
 require "json"
 require "net/http"
 url = URI("https://{baseUrl}/ccaas/1/conversations")
 https = Net::HTTP.new(url.host, url.port)
 https.use_ssl = true
 request = Net::HTTP::Post.new(url)
 request["Authorization"] = "{authorization}"
 request["Content-Type"] = "application/json"
 request["Accept"] = "application/json"
 request.body = JSON.dump({
     "topic": "Topic.",
     "summary": "Summary.",
     "status": "OPEN",
     "priority": "HIGH",
     "queueId": "FBDDA7F8B33417374ACC02F5265527E6",
     "agentId": "97457D13B1FC79AF3C1A1096AE7E77AB"
 })
 response = https.request(request)
 puts response.read_body
							
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