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Instagram Ad CommentsUpdated 20 days ago

Instagram advertising is a method of posting sponsored content on the Instagram platform to reach a larger and more targeted audience. This is often utilized to grow brand exposure, and website traffic, generate new leads, etc. We do recognize this and we have developed an integration that will allow you to respond to your Instagram Ads directly through Gorgias.

  • New top-level comments are fetched every 20 minutes, for all your active ads that are live on Instagram.
  • The top-level comments that have been sent when this feature was not enabled are not fetched.
  • When you reply to a top-level comment via Gorgias, the reply is sent as a thread reply.



Steps

Keep in mind your Facebook page needs to be associated with your Instagram account.


1. Go to Settings -> Apps Store -> My Apps -> Facebook, Messenger & Instagram -> Click on your Facebook integration -> Overview.

2. Scroll down to Instagram.

3. Click the Ads checkbox.

4. Click Save Changes.




Configure a dedicated View

If you just created your integration, you should be all set. Otherwise, you might need to update your Instagram view, to include tickets that have been created from an Instagram ad.

1. Open your Instagram view (it starts with IG -).

2. Click the down arrow next to its name to edit its filters.

3. Make sure that the Channel filter is set to is one of and includes both Instagram Comment and Instagram Ad Comment channels.

4. Click on Update View to save your changes.




Limitations

Due to some limitations of the Instagram Marketing API:

  • When it comes to Instagram ad comments specifically, we can only pull in top-level comments for now. Thread replies are not fetched. That means that you can reply to a top-level comment, but you will not see further replies to that comment in Gorgias ('comments to comments').
  • If a comment is deleted via Instagram directly, the change won't reflect on the Gorgias ticket for now.
  • IG TV comments cannot be pulled in yet.
  • Liking Instagram comments using Gorgias isn't available.
  • Replying privately to IG ad comments isn't available.



Troubleshooting

On your Instagram View, if you don't see a comment posted on one of your ads:

  • Make sure that the view is properly configured. Please refer to the Configure a dedicated View section of this article
  • Make sure that your integration is enabled and that Instagram ads are enabled. Please refer to the Enable Instagram ads section
  • Make sure that the comment has been posted when the Instagram ads feature was enabled on your integration.
  • Make sure that the comment is a top-level comment. Please refer to the Limitations section.
  • We fetch comments every 20 minutes, for all your active ads that are live on Instagram. If the comment has been sent less than 20 minutes ago, please wait until our system synchronizes it.
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