On this article we will present some reasons that may interfere on the right function of the Instagram connection.
See below the main reason that can cause some issues:
Topics
The bot doesn't answer
Facebook isn't integrated yet
For the right function of the Instagram, it's necessary that the Facebook has been already connected with Asksuite. Since the link between the two accounts is e requirement, you need to integrate the Facebook first and then you can integrate your Instagram.
Changes in the profile information of the person who integrated
If the user who made the Instagram connection was removed from Facebook Business or made some change in their account, such as changing the password, or has lost the full control of the page, the bounding with Asksuite will be blocked and you must integrate it again.
The message is on the Request on the Instagram
The bot won't answer the messages that stays on the "Request" page, unless the request is accept manually inside the Instagram.
The agent send a message inside the app
When you answer your customer inside the Instagram App, the robot will de disable in the chat automatically. This can be unnoticed for who follows the chats inside the platform and when the traveler sends a new message a few days latter, they won't have an answer.
To Identify the messages that were answered inside the Instagram is simple. On our Live chat, the user will be identified as IN, as Instagram.
Since the customer is being answered inside the app, we can't identify which agent send the message. But, to enable the bot, you just need to click in Reactivate Robot inside the Livechat.
Error when integrating
The Instagram profile isn't linked to the Facebook Business
To check the connection between Facebook and Instagram, follow the steps below:
1. Access your Facebook company's page.
2. Click on Manage
3. Click in Linked accounts.
4. On the Instagram section, click in Connect account if it isn't connected yet.
6. Sometimes, you have your Instagram connected, but Facebook needs to review this connection as the message below. You just need to proceed with this review
The profile isn't Manager or owner in the Facebook's page
Click here to check the administrative roles of your account and to know who has access on the Facebook Business to identify who can integrate with Asksuite.
The manager/owner profile on Facebook Business isn't the same person who is linked to Instagram on the Meta's Account Center
Sometimes, is possible that the person who connected the Instagram to the Facebook is a different person that the one who is integrating on the Aksuite. In this case, to validate this information, follow the steps below:
1. Access your Instagram profile;
2. Go in Settings;
3. Click in Meta Account Center
4. On this screen you will see the managers profiles responsible by the connection. In case your profile isn't showing up in this page, we suggest to integrate your Instagram with Asksuite with one account that is on the Meta account center.
The page isn't showing on the Communications channels as an option
1. Access your Facebook profile and go to Settings and Privacy;
2. Go to settings;
3. Inside settings, choose Business Integration;
4. Click on view and edit on the ASksuite's app;
Inside this settings, choose your Instagram page. This way, your page will be shown when you're trying to integrate with Asksuite and you can enable you robot.
The access to messages isn't allowed
Click here to check how to allow the access to messages on your Instagram account.
The account isn't a business account
Click here to check if your account is a business one and how to edit this.
Error when sending message
Character limit
Instagram has a limit of 1000 characters. Inside our platform is possible to send a message with more than 1000 characters but the traveler won't receive this message. This way, we suggest to verify how many characters a message has when creating a response template or when pasting some text.
Account has been temporarily blocked
It's possible that some chat has violated the Instagram terms.
You can check the terms here
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