Instagram CommentsUpdated 6 months ago
Since Instagram is highly used, we made sure that you can assist your customers when they are communicating with you through comments! 📢
How it works
The Instagram channel lets you connect your Instagram account to your Gorgias dashboard and makes it possible for you to receive and reply to comments left on your Instagram posts, ads and guides.
Setup instructions
Instagram account is added through your Facebook integration. Go to Settings > Integrations > Facebook, Messenger & Instagram > click on the relevant Facebook page and check "Enable Instagram comments".
When a customer posts on your Instagram page we will create a ticket on Gorgias. From here you can handle all conversations just like you would with tickets from other channels, like chat or email. You can also apply macros, tag your tickets, assign them to a specific agent, just like any other ticket.
Limitations
- We can only reply to top comments on posts only, but not comments on comments left by other customers. Any reply sent from the helpdesk will be appended to the top comment. This is another current API limitation.
- Comments from Reels and IGTV are currently not supported.
- For now, if a comment is deleted via Instagram directly, the same ticket in Gorgias will not be updated by this action as well.
- You won't be able to respond to comments while there are ongoing IG live sessions.
- If you hide instagram comments, bear in mind that it'll still be visible to the person that posted it even if you hide it, but not to any other Instagram users.
- Please note that if the word 'hate' exists inside an Instagram comment, that specific comment may not be pulled to Gorgias as a ticket, due to the webhooks Instagram sends to Gorgias.
- Liking an Instagram comment using Gorgias isn't an option just yet. However, you can like Facebook comments!