Instagram

Instagram Integration

This guide details the Meta Business Suite (Business Portfolio) setup and page management steps required for integrating Instagram and Messenger channels with Supsis AI. For a successful integration, you must have a Business Portfolio, and the Facebook Page and Instagram Account to be integrated must have the correct permissions under that portfolio.

1-) Integration Process

To connect the Instagram channel to Supsis AI, you must first create a Business Portfolio via Meta Business Suite, Facebook's management tool, or gain access to an existing portfolio. The portfolio provides centralized management of all assets belonging to your business (Pages, Accounts, Applications).

To access your portfolios: www.business.facebook.com

1.a – Meta Operations
Before starting the integration of Meta channels (Facebook Page and Instagram) with Supsis AI, ensure that the correct Business Portfolio is selected in your Meta panel — the one to which the relevant Facebook Page is connected or that you intend to connect. If you do not have a portfolio, you can create a new one by following the steps below.

• a – Access Portfolios
  Log in to Business Suite via the specified address, click on your current business name/area in the top left corner, and open the portfolio list.

• b – Select Portfolio
  From the list, select the Business Portfolio where you will perform the integration and where the relevant pages are connected.
  You must have full administrative authority (Admin Access) on the selected portfolio to approve integration permissions.

• c – Create Portfolio
  If you do not have an existing portfolio that you can use for integration, you can create a new one.

• Click the "Create Business Portfolio" option.
  Complete the steps directed by Meta to create your new portfolio.
  Tip: After creating the portfolio, the Facebook Page and Instagram Account you want to integrate must be defined under this portfolio (see Page Creation & Addition).

• d – Portfolio Settings
  All integration-related settings such as page and account management are managed via portfolio settings:
  - Settings Icon: While on your portfolio screen, click the "Settings" icon.
  - Management Screen: In the opened screen, you can manage page addition, account linking, and access/permission controls.

1.b – Page Creation & Addition
If your Facebook page is not defined in your portfolio, you can add it or create a new page through these steps. The page to be used in Supsis AI operations must be defined under the correct portfolio with appropriate permissions.

• a – Pages
  From the portfolio settings menu, go to Accounts > Pages. On this screen, you will see the list of Facebook Pages connected to your portfolio.

• b – Add Page
  Click the "+ Add" button at the top right and select the appropriate option from the menu that opens.

• c – Addition Options
  Click the "+ Add" button at the top right and select the appropriate option from the menu:

  • Add an Existing Facebook Page
    Used to include a page that you already own or manage in this Business Portfolio.

  • Request Access to a Facebook Page
    Used when the page is managed by another administrator, allowing this portfolio to request access.

  • Create a New Facebook Page
    Use this option if you need to create a brand new page from scratch for integration.

Note: You must have sufficient administrative authority on the relevant Page/Portfolio to complete these actions. Without proper permissions, page addition or access request steps may not be completed.

1.c – Converting Instagram Account to Professional Account
In order for your Instagram account to be managed by Meta via Supsis AI and to enable chat integration, it is mandatory to switch the account to one of the Professional Account types (Business or Creator). This process must be completed via the Instagram mobile application.

• a – Settings
  Open your profile in the Instagram mobile application. Tap the menu (hamburger) icon in the top right corner. From the opened menu, go to "Settings and activity".

• b – Account Type and Tools
  Within the Settings menu, find and tap "Account type and tools".
  This section is used for account type changes and setting up professional account management tools.

• c – Switch to Professional Account
  Find and tap the "Switch to professional account" option. Follow the screens directed by Instagram step by step.
  During these steps, you will be asked to select an account type (e.g., Business, Creator, etc.). Choose the one suitable for your business and complete the process.

1.d – Adding Instagram Account to the Page

You must connect the Instagram account that you converted to a professional account to your Facebook Page within Meta Business Suite (Business Portfolio). This step is mandatory for Supsis AI to communicate with Instagram via Meta integration.

Note: You must have sufficient administrative authority in your Business Portfolio and access to your Instagram account login credentials.

• a – Instagram Accounts
  On the screen, Instagram accounts connected to your portfolio are listed. If you see a warning such as "You need to log in" next to an account, complete the login/verification process to ensure the connection is current and active.

• b – Add Page
  To assign your Instagram account to your Business account, log in with the credentials of the Instagram account you want to connect in the opened window. Then complete the necessary permission and approval steps requested by Meta.

Once the process is successfully completed, your Instagram account will appear under your pages list.

2-) Completing the Integration

This section includes the steps to initiate adding the Instagram channel to the Supsis AI panel and complete the required authorizations via the Meta platform. During the process, the system will redirect you to Meta and mandatory permissions will be approved.

2.a – Supsis AI Panel Operations

After completing your preparations on the Meta (Facebook Business) side, follow the steps below in the Supsis AI panel to complete the integration:

• a – Integrations
  Click the Integrations icon located in the left menu of your Supsis AI panel to access the menu.

• b – Instagram
  Find the Instagram card in the list of social media channels and click on it to view channel details.

• c – Add Channel
  Click the Add Channel button (blue area with plus icon) within the Instagram integration channel. This action will redirect you to the Facebook Business authorization window to connect your account to Supsis AI.

• d – Terms and Conditions
  In the pop-up window, check the box that says "I have read and accept the Privacy Policy and Terms and Conditions." This confirmation represents the legal permission required for the system to access and manage your messages.

• e – Connect to Instagram
  Finally, click the Connect to Instagram button. This will redirect you to the Meta (Facebook) interface where you must log in and grant authorization.

2.b – Meta Panel Initial Integration Steps
On the opened screen, log in with the Facebook account to which the Instagram account you want to integrate is connected.

• a – Page Selection
  On this screen, you must select which Pages Supsis AI will manage. Determine the scope of access here:

  • All Current and Future Pages: Grants broad access permission, including pages that will be added to your portfolio later.

  • Only Current Pages: Grants access only to pages that currently exist.

• b – Continue
  After making your selection, click the Continue button.

• c – Instagram Account Selection
  On the next screen, select the Instagram accounts you want Supsis AI to manage. You can also determine the scope of access here. Make sure you select the correct scope for the integration to function properly. After making your selection, click the Continue button.

• d – Continue
  After making your selection, click the Continue button.

• e – Access Details
  For the final stage of Meta approval, a summary list showing all permissions requested by Supsis AI will be displayed. Review the selected Pages, Accounts, and granted access policies.
  After verifying the information, click the Save button to approve.

• f – Understood
  When the process is successfully completed, a confirmation screen such as "Supsis AI ... connected" will appear. Click the Understood button to finalize the process.

• g – Select Account to Connect
  After completing the authorization process, you can select the Instagram account connected to your business account that you want to integrate.

3-) In-Channel Details

You can view and edit the operational features and settings of your integrated Instagram channel within the Supsis AI panel from this section.

3.a – Details
Details is the management area where you configure which team/flow will handle incoming conversations and how assignment behavior will function.

• a – Channel Name
  Channel Name allows you to define the name under which your Instagram account will appear in the Supsis AI panel. This name represents how the Instagram account is displayed in the panel; customers cannot see this name.

• b – Department Routing Rule Active
  When this toggle is enabled, conversations coming from the Instagram channel are automatically routed to departments separately. Requests are handled by the relevant team.

  This rule works together with other routing rules within Supsis AI.
  Example: When the chatbot is active, conversations exiting chatbot records may be transferred to the relevant department according to the defined routing rule.

  Note: If there is no available user in the selected department to receive chats when a conversation arrives, the chat waits in the queue until an eligible user from the selected department becomes online.

• c – Live Support
  When this mode is active, all incoming messages to the channel are directed to agents via live support assignments.
  If automatic assignment is active, assignments are made to active agents according to the chat assignment algorithm.
  If automatic assignment is not used, chats remain in the queue for agents to manually claim.

• d – Chatbot
  When this mode is active, the chatbot handles conversations coming to the Instagram channel.
  Communication with the customer proceeds according to the chatbot scenario flow selected from the dropdown menu.

  Note: After selecting the scenario, enter the relevant chatbot scenario and publish it to activate it.

• e – Hybrid
  In Hybrid mode, routing works conditionally between the selected Department and the Chatbot.

Example Flow: The system checks whether there is an online agent in the selected department. If there is an online agent, the conversation is routed to the department. If there is no online agent, conversations are transferred to the chatbot scenario.

• f – Disable Automatic Assignment
  When this option is enabled, automatic assignment is disabled for the relevant channel:

  • Newly incoming conversations are not automatically assigned to agents and remain in the queue.
  • However, owned conversations (previously assigned to or associated with a specific user) are automatically assigned to the relevant Supsis AI user.
  • Changes made in this setting are reflected in the automatic system assignment within approximately 2 minutes.

Owned Conversation: A conversation that was previously associated with a specific agent (has an owner).

3.b – Visibility
Visibility settings allow you to control which agents or departments within the Supsis AI platform can view the integrated Instagram channel. The main purpose of this configuration is to improve operational efficiency and data privacy by ensuring teams only access channels within their area of responsibility.

User Accessibility Rules: The defined visibility settings directly affect the following system functions:

• Automatic Chat Assignment: Conversations are assigned only to agents who have access permission to the channel; agents without permission are not given workload.
• Routing Operations: In order to route a conversation to another agent, the target agent must have viewing permission for this channel.
• Customer and Contact Lists: Agents can only view customer records coming from channels they have access to.
• Ownership Assignment: Assigning a customer to a specific agent (ownership) can only be performed within these access limits.

Important Note: Users with the "Full Admin" or "Root" role have permission to view all channels regardless of these settings.

• a – Agent Permissions
  Agent permissions allow you to define on an individual basis which users can view and manage channel activities. Users with channel visibility enabled can operate within the channel according to their role permissions.

By selecting specific users from this section, you can ensure that channel activities are visible only in the panels of designated users.

• b – Department Permissions
  Through department permissions, you can make the relevant channel accessible to all users within the selected departments.

• c – Channel Owners
  Channel owners are special users with supervisory and management authority. These users can monitor all conversations in the channel regardless of other visibility restrictions. You can add new owners or remove existing ones via the “Edit Channel Owners” button.

3.c – Comment Management
Through the Comment Management menu, you can determine how comments received under your Instagram posts will be transferred to the Supsis AI panel and how they will be processed.

• a – Ticket
  When this option is enabled, every comment under your Instagram posts is recorded as a Ticket within Supsis AI. This allows comments to be queued, responded to, and tracked end-to-end by your agents.

• b – Chatbot
  If you want comments to be automatically responded to without human intervention through a defined chatbot flow, you can use this option.

From the dropdown menu, select the chatbot scenario that will handle incoming comments.
After completing the settings, click the "Update" button at the bottom right.
To activate chatbot routing, make sure to publish the selected chatbot scenario from within the chatbot configuration.