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Can I add data from instagram to the user profile when someone is sending a DM?

  • 5 November 2024
  • 3 replies
  • 53 views

 connected IG and intercom and if someone send a DM it will open a conversation. But I cant figure out how to add the profile information to intercom’s right menu like profile link or number of followers. 

Best answer by mateusz.leszkiewicz

Hi @Anna Michilov, It’s Mat from the Support Engineering Team 😀

Intercom's Instagram integration allows you to route private messages from Instagram directly to your Intercom inbox. This means that when someone sends a Direct Message (DM) on Instagram, it will automatically create a lead or user in Intercom. However, the integration does not automatically fetch the Instagram username; it only retrieves the name field if it is set on their Instagram profile. To add Instagram data to the user profile, you can set up a Workflow to collect user data. This can be done by going to Automation > Workflows in your Intercom account and creating a new workflow with the trigger 'Customer sends any message,' selecting Instagram as the channel. You can then use the "From Instagram" and "Instagram Business account" message data attributes in the Audience rules or apply conditional rules based on which Instagram account a message is sent through, if you've connected multiple Instagram accounts.

 

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3 replies

mateusz.leszkiewicz
Intercom Team
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Hi @Anna Michilov, It’s Mat from the Support Engineering Team 😀

Intercom's Instagram integration allows you to route private messages from Instagram directly to your Intercom inbox. This means that when someone sends a Direct Message (DM) on Instagram, it will automatically create a lead or user in Intercom. However, the integration does not automatically fetch the Instagram username; it only retrieves the name field if it is set on their Instagram profile. To add Instagram data to the user profile, you can set up a Workflow to collect user data. This can be done by going to Automation > Workflows in your Intercom account and creating a new workflow with the trigger 'Customer sends any message,' selecting Instagram as the channel. You can then use the "From Instagram" and "Instagram Business account" message data attributes in the Audience rules or apply conditional rules based on which Instagram account a message is sent through, if you've connected multiple Instagram accounts.

 


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  • New Participant
  • 1 reply
  • November 5, 2024

Thank you for the reply! 
That’s not what im trying to achieve. 
I want to be able to see how many followers this person that reached out has and to have a link to his profile diectly from intercom. Is this possible? 


mateusz.leszkiewicz
Intercom Team
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Hi ​@Anna Michilov, no it is not possible to achieve this with the native Instagram Intercom integration. You will have to build a custom solution using Zapier or instagram API.


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