Instagram DM Connector¶

This page is a reference of the Instagram DM connector settings — the link between your Instagram Business Account and Daktela. If you are setting up Instagram DMs from scratch, follow the step-by-step guide Set Up Instagram DM.

Inbound Routings/Connectors¶

Go to Settings → Routings → Instagram DM. You will see an overview of your inbound routings/connectors.

You can view a diagram tree of each inbound routing/connector by clicking the grey Tree button in the Actions column.

Click the Title of an inbound routing/connector to open its details or click Add new to create a new inbound routing/connector. The inbound routing/connector details will open.

Access token: this field will be filled in automatically after you save the routing/connector.

Title: enter a title.

Description: enter a description.

Next destination: select where the chat should be routed.

You can select:

Terminate. The chat will end or be offline – select which Terminate option to use.
Queue. Select which queue the chat will be routed to.
Time condition. Decide where the chat will be routed depending on the date/time.
Decision tree. Route the chat to a chat bot.

Allow attachments: choose whether to allow uploads from customer or both directions.

Authorise Your Instagram Business Account¶

To use Instagram DMs in Daktela, you need an Instagram Business Account connected to a Facebook Page.

Follow the steps below to set up and connect your account:

Set up an Instagram Business account.

Warning

Creator accounts don't work with Daktela.
Connect your Instagram Business account with your Facebook page.
Allow your Facebook page access to messages:
- In the Instagram App, tap your Instagram Business Account profile picture in the bottom right corner.
- Tap the hamburger menu in the top right corner.
- Go to Settings → Privacy → Messages.
- Under Connected tools, turn on Allow access to messages.

Now that your account is ready and linked, set up the Connector in Daktela. You will need to authorise the Facebook page that you have previously connected with your Instagram Business account.

Follow the steps below to authorise the Facebook page in Daktela:

If you are setting up a new Connector, first fill out Title, Description, Next destination and Allow attachments. Save the Connector and reopen it to authorise it on Facebook.

Click the Authorise IG direct page button at the bottom of the Connector details. The Authorise Daktela to access Facebook page window will open.

Continue with Facebook button in the authorisation window

Click Continue with Facebook and log in or click Continue as if you are already logged in.

If this is the first page you are authorising using this FB user (1), click Continue as. If you have previously authorised a page using this FB user (2) and want to add a new page, click Edit settings.

Continue as dialog on Facebook

Edit settings dialog on Facebook

Select your Instagram Business account and click Next.

Selecting the Instagram Business account

Select the Facebook page that is connected to your Instagram Business account and click Next.

Selecting the connected Facebook page

Grant Daktela permissions. We recommend to leave all permissions on. Click Done.

Granting permissions to Daktela on Facebook

When you return to the Authorise Daktela to access Facebook page, select the Facebook page that is connected to your Instagram Business account by clicking the use page button. You will see all the pages you have selected above but will only be able to select those that have not yet been linked to another connector.

Daktela is now set up to receive your Instagram DMs.

Automessages¶

Send automatic messages to customers while they wait in the queue. Automessages are shared across channels and are described in Automessages; for Instagram DM they live in Settings → Routings → Instagram DM → Automessages.

Time Conditions¶

Route the chat to different targets depending on the date and time — typically your business hours. Time conditions are shared across channels and are described in Time Conditions; for Instagram DM they live in Settings → Routings → Instagram DM → Time conditions.

Decision Trees¶

Build a chatbot directly in Daktela that guides the customer through predefined questions and answers. Decision trees are shared across channels and are described in Decision Trees; for Instagram DM they live in Settings → Routings → Instagram DM → Decision trees.

Chatbots¶

Connect a third-party chatbot to your Instagram DMs. Chatbot connections, including the structure of the data exchanged with the bot, are shared across channels and are described in Chatbots; for Instagram DM they live in Settings → Routings → Instagram DM → Chatbots.

Terminate¶

Define how your Instagram DM chats end in different scenarios — the disconnection cause, an automatic response and whether the chat counts as answered or missed. Terminate targets are shared across channels and are described in Terminate; for Instagram DM they live in Settings → Routings → Instagram DM → Terminate.