What is it?
The long-awaited ability to manage Instagram direct messages, including the ability to both receive and reply to story mentions, with your customers from within Khoros Marketing and Khoros Care from gated Early Access to a phased General Access! We are currently in Phase 3, meaning all businesses now have access!
Why does this matter?
Instagram is one of the fastest-growing digital channels in the world, and the platform’s 1:1 messaging is no exception. Your brands’ followers expect to speak candidly with you, ask questions, share what they love, and have their issues resolved within the channel of their choice — and with Instagram messaging in Khoros, brands can now do just that through Instagram direct messages.
This is one of the most highly requested features across our customer base, and our team has been advocating on your behalf for access for years. After nearly two years of testing, including Khoros being an alpha/beta testing partner, we are pleased to finally be able to announce that the feature will soon be available to any brand that wants it!
However, an important thing to know about the GA rollout is that Facebook is imposing a phased rollout that is based solely on the number of followers an Instagram handle has. Below are details on when and how this feature will be enabled for Instagram accounts.
What are the phases and criteria?
Once my account is eligible, how will I get access?
If I decide I don’t want to manage IG DMs via Khoros, can I stop IG DMs from being ingested?
How do I stay tuned for more updates?
We'll be updating you here with any new information that becomes available to us. See below for some FAQs, and please reach out to your account team or comment below with any questions.
Your Khoros Product + Channel Alliances Teams
Q: If my Instagram handle(s) were already approved and launched as part of Early Access, does this affect my handles?
A: No, you’ll retain any existing access to Instagram regardless of handle follower count if you were already activated as part of Early Access.
Q: If my Instagram handle(s) were already approved and launched as part of the Alpha phase, do my brand’s other handles automatically get access to the API?
A: No, in GA access is per handle, not per brand. Regardless of whether or not you were a part of the Alpha phase, each handle must be deemed eligible for GA based on follower count.
Q: If one IG Business Account is eligible, does that mean all of my brand’s handles are approved?
A: While this was how it worked in the alpha phase, this is no longer the case in the GA phase from Facebook. At this time, Facebook is allowing access on a handle-by-handle basis. Until a particular handle falls within the follower count criteria, it will not have access to the API.
Q: What Message types are currently “unsupported”?
A: Facebook does not support certain message types via the API. Our understanding of the unsupported message types as of June 2021 is as follows:
Q: Are Instagram "Message requests" ingested into Khoros as a part of Instagram Messaging?
A: While our platform doesn’t visually distinguish message requests as such, these messages do get ingested into your Instagram messaging workflows within Khoros so that you can take action on them.
thank you for the FAQ!
As you described here the following Posts are not supported: "Customer has "shared" a Profile, IGTV, Reel or Story with you via DM"
Does this also count for public user comments and DMs under our own Reels & IGTV-Posts? Or does the API support that?
Thanks and regards,
I wonder, if you can confirm, that the way, how comments on IG posts are handled differ from the Facebook way.
If a customer comments on a FB post, a new conversation is created. If another user comments on the 1st user comment, it is attached to the same conversation. If the 2nd user comments directly on the FB Post, a new conversation is created.
At IG it looks as if 1st level comments are gathered all in one conversation. So 50 users comment -> it is only one conversation. Does this works as designed?
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