Instagram Integration

RUM Work Instagram Channel lets you interact with your customers using Instagram Business Account Direct Messages.

Likewise Facebook and WhatsApp, Instagram caters for a large user base and allows businesses to reach a wider audience and establish themselves as a brand. With that, it also allows them to support their customer right from the platform through Direct Messages.

Yet, due to managing other chat platforms and responding to user queries at scale, business owners can lose track of customer support. Thus, to enhance chat commerce and allow businesses to respond to user queries in a timely manner, RUM Work supports Instagram integration through Instagram Channel.

Using this, you can communicate with your customers over Instagram Direct Messages easily. Before creating an Instagram Channel, first, you need to:

Switch to Instagram Professional Account from Personal.
- Follow this guide to learn how to switch your personal Instagram account to Professional.
Connect Instagram to a Facebook Page.
- You can follow this guide to learn how to connect an Instagram account to a Facebook page.
Enable Message Control Connected Tools.
- Visit here to learn how you can allow access to messages.

Once you're done with the above prerequisites, you can continue with the following steps.

Prefer watching a video? Then hit the play button of above. Or, continue with the following.

Step 1 - Access RUM Work Channels

To create an Instagram RUM Work Channel, you need to open the Channels in RUM Work. From your Dashboard, head over to the left sidebar and select Channels.

Then, click Configure for Instagram.

Or tap the Create Channel button if there are channels already. A popup will appear. In that, select Instagram and click Next.

Upon clicking Next, it will ask you to connect the channel with an Instagram page. For that, click on Connect Instagram Page.

When you click the Connect Instagram Page button, a new tab will open asking you to log into Facebook.

Enter the login details of the account you want to use for connecting to the Instagram Page. Then, continue with that account.

Step 3 - Select Instagram Business Account

Once you log in, the tab will display Instagram Business accounts. Select the one you want to connect with RUM Work Instagram Channel and click Next.

It will further ask you to select a Page; you can click Next after selecting the page you want to connect.

After selecting the page, it will ask you what permissions you want to give to the RUM Work channel.

Enable all the options (YES), and then click Done. Once you do that, it will take a few seconds to finalise the linking. After the channel is linked, you'd get the following tab with the lining confirmation.

Click OK to get back to the RUM Work interface. The RUM Work interface will show you the page title, which you can change if you like, then click Finish to complete the channel creation.

Once you do that, your RUM Work Instagram Channel will appear like the following.

Now, the messages sent to the associated Instagram Business account will be received in your RUM Work Chat. With this, keep track of your Instagram Direct Messages and respond to them in a timely manner.

Channel Configuration

Utilise additional settings of the Instagram channel to optimize its use.

Instagram Store Settings

Through RUM Work Instagram chat, if you want to process orders and payments, you can utilize the Instagram Store Settings. You can either click on Store Settings or Details to access the controls.

This will open the following window with several fields and options.

The options available are,

Select Payment Partner - This allows you to choose the payment processor.

Select Default Currency - What currency do you want to charge your customers: USD or HKD.

Test Mode or Live Mode - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

Stripe Publish Key - Use it to enter your Stripe Publish Key based on the mode. Get it here.
Stripe Secret Key - Use it to enter Stripe Secret Key based on the mode. Get it here.

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

Yedpay Store ID - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID here.
Yedpay Access Token - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token here.

If you've selected Mpay as your Payment Partner, you'll get the following fields:

Select Language - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
Mpay Merchant ID - Based on the mode, enter your Merchant ID.
Mpay Terminal ID - Based on the mode, enter your Terminal ID.
Mpay Secure ID - Based on the mode, enter your Secure ID.

Payment Success Message.
Payment Failed Message.
Payment Default Message.

Use the above fields to send customers pre-defined messages based on the payment status.

Once you're done with the customization, click Save Payment Settings.

Instagram Message Templates

Different customers often reach out with the same queries, and answering them repeatedly could become overwhelming. Therefore, create Message Templates, and when customers reach out, simply use them.

To create your message templates, click on Manage Templates.

A new window will appear with a Create Message Template button.

Simply click on it and it will bring a popup to create the template.

Here, name your template. Insert placeholders to personalise the message. Edit the message or fill the text around placeholders. Use a File, and even provide customers with an option to unsubscribe.

Once done with the template, click Save, and it will be shown to the message templates library.

More Customisation Options for the Instagram Channel

In addition to the Instagram Store Settings and Message Templates, there are a few more options you can utilise.

Edit - It provides you with the option to change your Channel Name; Add Webhook URL and Reauthorize Facebook connection.

Delete - Simply delete the channel.
Mark as Default - You'll see this particular channel as the primary channel in the Chat.
Copy Channel ID - Copy Channel ID.