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 and Sprinklr Mobile Application.

**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 that 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 post.

• Liking on the Instagram channel is only available for Instagram Direct Message 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.

Publish Instagram Videos up to 60 mins through Mobile Publishing Flow

We have enhanced the Instagram Video Publishing for Mobile Publishing flow. The following changes are applicable:

• The maximum allowed size for video with a duration of 10 minutes should now be less than 650 MB for Instagram mobile publishing flow.

• The maximum allowed size for a video is 3.6GB if you select a video with a length between 3s to 60mins for Instagram mobile publishing flow.

Limitation of Hashtag Listening in Instagram Reels

• You can query a maximum of 30 unique hashtags on behalf of an Instagram Business or Creator Account within a rolling, 7 day period. Once you query a hashtag, it will count against this limit for 7 days. Subsequent queries on the same hashtag within this time frame will not count against your limit, and will not reset its initial query 7 day timer.

• Personally identifiable information will not be included in responses.

• You cannot comment on hash tagged media objects discovered through the API.

• Hashtags on Stories are not supported.

• Emojis in hashtag queries are not supported.

• The API will return a generic error for any requests that include hashtags that we have deemed sensitive or offensive.