Instagram Helpdoc

Instagram Integration – Help Documentation

Overview:

The Instagram Integration feature in the CW App allows businesses to manage customer conversations via Instagram Direct Messages (DMs). Once connected, users can:

View and reply to Instagram DMs directly from the TCW Conversation Panel.
Set up Icebreaker Questions to engage new customers.
Configure a Persistent Menu to provide quick access for automated navigation options.

Steps to Connect Instagram:

On the left panel of CW App, Navigate to "Instagram".
Click "Signup with Facebook" and log in with your Facebook Account.
Select the Business Portfolio, Facebook Page and Instagram Account you want to connect.
Grant necessary permissions to allow messaging and data access.
Click Save & Select the page in the dropdown and save.
Your Instagram DMs will now appear in the Conversation Panel.

What is Icebreaker & How to Set It Up?

Icebreaker Overview:

Icebreaker questions help new visitors start a conversation by offering predefined options. This feature:

Provides quick replies for users to select from.
Reduces response time and increases engagement.
Can include FAQs like “Where is my order?”* or “What are your store hours?”.

Steps to Set Up Icebreakers:

Once the Instagram account has been connected.

Click "Icebreakers" → "Create Ice Breaker Questions".

Enter a Question (e.g., “How can we help you?”).
Add a predefined response that will be sent when users click the Icebreaker.

Click Save – Icebreaker questions will now appear for new conversations.

The Persistent Menu is a static navigation menu in the chat window, allowing users to access important options without typing. It:

Provides quick access to FAQs, support, and links.
Enhances automation and reduces manual queries.

Once the Instagram account has been connected.

Click "Persistent Menu" → "Add a Persistent Menu".

Enter the menu title (e.g., Track Order, Contact Support).
Choose an action or button (e.g., open a website, start a flow, or send a message).

Click Save – The Persistent Menu is now active.

FAQs

1. How many Instagram accounts can I connect?

Ans: You can connect only one Instagram Business Account per CW Store.

2. Will previous Instagram messages be visible in TCW?

Ans: No, only new messages after integration will sync to the Conversation Panel.

3. Can I send automated replies on Instagram through TCW?

Ans: Yes, you can use Icebreakers and Persistent Menu options to send automated responses.

4. What type of Instagram account is required for integration?

Ans: You need an Instagram Business Account connected to a Facebook Page. Personal accounts are not supported.

5. How often does TCW sync new Instagram messages and will I be notified of new Instagram messages ?

Ans: Yes, new messages will appear in the Conversation Panel with real-time notifications.

Updated on: 17/04/2025

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