Persona

• Social Media Manager, Publishing and Engagement Supervisors: Users who manage and oversee the brand’s social media activity and are responsible for the brand’s reach and reputation need to be aware of supported actions and limitations of channels.

• Content Creator, Content Strategist: Users who are responsible for planning, creating, designing, and publishing content on social media platforms need to know the publishing capabilities and limitations of publishing via Instagram API on Sprinklr.

• Community Manager, Engagement Agent: Users who are involved in motoring user comments on brand posts and engaging with fans and customers need to know the engagement capabilities and limitations of Instagram on Sprinklr.

• Reporting Analyst: Users responsible for data collection, analysis, and reporting on the brand’s performance on social media platforms, need to know supported actions and limitations of channels.

Use Case

Understand the support actions and limitations of managing your Instagram business Account in Sprinklr to optimise your channel-specific processes and derive maximum value from the channel.

Value

• Instagram is a highly popular and vastly used social networking platform, with over 1 Billion monthly active users worldwide. Being one of the most downloaded apps in the world and having an extensive user base, Instagram offers a unique opportunity for brands to engage at the forefront of trends.

• Being aware of the Capabilities that Sprinklr provides for using Instagram as a social media platform set the right expectations and optimises your channel-specific process/guidelines within the supported actions.

Availability

General Availability for Social Engagement and Sales License.

How to set it up

Please refer to Add Instagram Business Accounts for adding Instagram Business Account in your Environment.

Instagram capabilities and limitations

ENGAGEMENT CAPABILITIES

The table below specifies if the mentioned capability is available in Sprinklr or is restricted by Channel APIs (API Limitation) for both Sprinklr Space.

**Shadow Post Comments filter in when a user has selected the Use Facebook Page as Instagram Page option. This results in Instagram creating a shadow page with the same name as the Facebook page.

• Due to API Limitations, users are not able to respond to Instagram shadow posts.

• Users will not have the option to follow the account on Instagram for shadow posts.

Additional Instagram information

• If an Instagram Direct Message is deleted natively, then it will get deleted in Sprinklr as well.

• Cannot delete media posts from the platform, and natively deleted posts are not currently synced in the platform. If a post is edited on native that information is not synced to our platform.

• Posts from Instagram profiles must be published using the Instagram app

• Natively published Instagram posts may take up to ten minutes before they are auto-imported into the Sprinklr platform.

• If a scheduled post is not "Marked as published", the post will remain in a scheduled state and in any scheduled columns; the post will also auto-import as sent, resulting in two instances of the post. To avoid duplicate posts, mark posts and publish them after they have been posted.

• Messages can be drafted or scheduled within Sprinklr, but native publishing is required. Learn more in Schedule and Publish to Instagram.

• Single-image and single-video Instagram Story can be planned but not published directly.

• Multi-image posts can be planned but not published directly.

• On Sprinklr, you can grab all comments for organic Instagram posts.

• For Dark Posts on Instagram, we fetch the last 1000 posts and their comments. This is subject to a specific configuration. Get in touch with your Success Manager or Support Team to enable this.

• If a post is boosted for an Instagram business account, then the API for Benchmarking will return only the organic engagements received by the post.

• Liking on the Instagram channel is only available for Instagram Direct Messages via APIs. Note that you cannot like an Instagram comments & replies post(API Limitation). The same is true for Rule Engine. Rule Engine action that will like message will also work for the direct message only.

• Reposting or Sharing Instagram content is not available via Sprinklr.

Media Recommendations for Instagram

• Instagram image format: JPEG

• Instagram video and reel format: MOV or MP4 (MPEG-4 Part 14), no edit lists, moov atom at the front of the file.