Enabling Instagram messaging channel in Zoom Contact Center

Admins can enable Instagram as a messaging channel in Zoom Contact Center so that brands can connect directly with their consumers through Instagram Direct Messages. This integration helps provide a convenient, unified experience for both customers and agents within Zoom Contact Center.

Requirements for enabling Instagram messaging channel in Zoom Contact Center

Table of Contents

How to access the Instagram Connector app

You can access custom connector apps from two different places: the Zoom App Marketplace listing page, or the Manage Connectors page.

Accessing the app from the Zoom App Marketplace

  1. Sign in to the Instagram Professional account using Instagram credentials.
  2. Sign in to the Zoom App Marketplace using admin credentials.
  3. Use the search box to find the Instagram Connector app.
  4. Click on the app's icon or name to access it.
  5. Click Create Connector.

Accessing the app from the Manage Connectors page

  1. Sign in to the Instagram Professional account using Instagram credentials
  2. Sign in to the Zoom App Marketplace using admin credentials.
  3. In the top-right corner, click Manage.
  4. In the Admin App Management section, click Manage Connectors.
  5. Click Add Connector then Instagram Connector.

How to set up the Instagram Connector app

  1. Follow the steps in the previous sections to open the Instagram Connector app.
  2. Grant permissions on the Instagram consent page by enabling the following settings to support the Instagram channel:
  3. Confirm connection when you are redirected to the Zoom Marketplace with a message stating "You are about to connect your third-party Instagram account to your Zoom account".
  4. Click Confirm to proceed.
    You will be returned to the Zoom Marketplace. The Instagram connection is now complete, and you can proceed to set up an Instagram flow within Zoom Contact Center
  5. To integrate multiple Instagram profiles into Zoom, simply repeat steps 1 to 4 every time you want to add a new Instagram professional account into Zoom.

How to set up an Instagram flow

  1. Sign in to the Zoom web portal as an admin with the privilege to edit integration settings.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click Add Flow.
  4. Select Messaging then Instagram.
  5. Click Add.
    You will be redirected to the flow builder page.
  6. Click the display name of the flow to edit it. Make sure the flow is in Draft status.
  7. To route to a messaging queue, add or edit a Route To widget and specify these settings:
  8. Publish the flow.
  9. Click the ellipses icon , then Manage Entry Point.
  10. Select the Instagram page to use as the entry point for the flow. Any private messages to the selected Instagram page will be routed through this flow.
  11. Click Add.
  12. Follow the same steps 1 to 8 for every Instagram profile you have added to Zoom.

How to disconnect an Instagram Profile from Zoom

  1. Sign in to the Zoom App Marketplace using admin credentials.
  2. Navigate to your installed apps and select Instagram, then click the arrow beside Connections.
  3. Within the list of Connected Accounts, find the specific Instagram account you want to disconnect, then select Disconnect form ellipsis menu .
  4. Click Disconnect to confirm.
  5. Sign in to the Instagram Professional account using your Instagram credentials
  6. Go to the Instagram website permissions page, and select Apps and websites.
  7. Under Active connections, select Remove for the Zoom-Messaging-IG app.
  8. Click Remove to confirm.

How your data is used

Zoom's Instagram marketplace app allows Zoom Communications Inc. to access your Instagram professional profile and manage your messages. To do so, you'll need to share profile and messaging permissions. The permissions you’ll share with Zoom Communications Inc. include:

By allowing, Zoom Messaging-IG will receive ongoing access to your information and Instagram will record when Zoom Messaging-IG accesses it. By adding this connection, you agree to the Instagram Terms of Use and the Meta Terms of Service.

Consumer experience