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🤝 Facebook and Instagram integrations

The long-awaited Facebook and Instagram integrations are here. The system can now forward all direct messages from the two social media to your shared inbox, where you can manage them as regular chats (aka omnichannel support at its best!).

Why integrate HelpCrunch with Facebook and Instagram?

There’s probably not a single business that doesn’t have at least a Facebook page. That’s where you usually post your updates, launch ad campaigns, and build a strong community of your loyal customers. So it only makes sense for people to try and reach you there, too.

And if you’re not available where your customers hang out, it can have some serious ramifications for your business. Omnichannel support is a must if you want to see your users happy and manage their frustrations on time.

How to integrate HelpCrunch with Facebook and Instagram?

You can find the detailed step-by-step guide on Facebook and Instagram here. The whole process is pretty straightforward.

Just go to Settings → Channels → Facebook and click Connect Facebook. After that, you just need to follow a few simple instructions in the following windows, and you’ll be good to go.

The integration supports:

  • direct messages to your Facebook Page
  • direct messages, story mentions, and story replies to your Instagram Business account

There are some features that distinguish our integrations from all other competitors:

  • For one thing, you’ll have a 168-hour window to get back to a customer. Typically, Facebook disables chats if they have no activity for 24 hours. But HelpCrunch expanded this time to 7 days so that you don’t lose a single lead even when your hands are full.
  • Messages from Facebook and Instagram land into designated inboxes for better prioritization (but you can also create your custom inboxes for even more granular distribution, remember?).
  • After you close a conversation, the system will send the chat rating to a customer. You’ll be able to access those ratings in Reports and track customer satisfaction.

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