{"versionId":"d98b26c7-d66a-4ff1-a5c8-08dce67f4e26","articleId":"029a5cf7-9a50-4940-de5c-08dbf46c678e","title":"Chatbot features on Instagram","tags":["All articles"],"content":"<p>This article details the differences and limitations you may notice when implementing and interacting with a chatbot on Instagram.&nbsp;</p>\n<p>These differences - eg in numbers of characters on a button - are because of Instagram's inherent channel limitations. Any application running on that channel would behave in the same way.</p>\n<div class=\"mce-toc\">\n<h2>In this article</h2>\n<ul>\n<li><a href=\"#mcetoc_1hgp8nmum5i9\">Welcome message</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ia\">Buttons</a>\n<ul>\n<li><a href=\"#mcetoc_1hgp8nmum5ib\">Affected features:</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ic\">Example: Follow-up questions</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ie\">Recommendations</a></li>\n<li><a href=\"#mcetoc_1i7hlbrtqab\">Troubleshooting: &lt;6 buttons, not seeing them all?</a></li>\n</ul>\n</li>\n<li><a href=\"#mcetoc_1hgp8nmum5if\">Images</a>\n<ul>\n<li><a href=\"#mcetoc_1hgp8nmum5ig\">Recommendations</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ih\">Image links</a></li>\n</ul>\n</li>\n<li><a href=\"#mcetoc_1hgp8nmum5ii\">Links</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ij\">Did you mean / not confident answer</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5ik\">Answer length</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5il\">Follow up questions</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5im\">Web search results</a></li>\n<li><a href=\"#mcetoc_1hgp8nmum5in\">Video</a></li>\n</ul>\n</div>\n<h2 id=\"mcetoc_1hgp8nmum5i9\">Welcome message</h2>\n<p>Appears at the very beginning of a conversation (Instagram chat is persistent), on clicking &ldquo;START CHAT&rdquo;</p>\n<p>You can also click hamburger menu (top right) and click START CHAT to see Welcome message again.<br><img src=\"https://portal.helpfruit.com/api/images/079d861d72cc4aca80c65588df217079/files/START%20CHAT.jpeg?width=&amp;height=1000\"></p>\n<p>You can also force a new conversation (e.g. for test purposes) by typing&nbsp;GET_STARTED</p>\n<h2 id=\"mcetoc_1hgp8nmum5ia\">Buttons</h2>\n<p>Button text limited to 20 characters or truncated to 17 + ...</p>\n<p>Maximum 6 buttons per message (grouped in 2 sets of 3). If there is a video or related article, this will use one of the buttons.</p>\n<h3 id=\"mcetoc_1hgp8nmum5ib\">Affected features:</h3>\n<ul>\n<li>Engagements</li>\n<li>Follow-up questions</li>\n<li>Forms (if form context is collected)</li>\n</ul>\n<h3 id=\"mcetoc_1hgp8nmum5ic\">Example: Follow-up questions</h3>\n<p><img style=\"font-size: 14px;\" src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/IMG_7793.jpeg?width=1000&amp;height=\" width=\"233\" height=\"207\"></p>\n<h3 id=\"mcetoc_1hgp8nmum5ie\">Recommendations</h3>\n<p style=\"margin: 0cm; font-size: medium; font-family: Aptos, sans-serif; color: #000000; font-style: normal; font-weight: 400; text-align: start; white-space: normal;\"><span style=\"font-size: 14px;\">Ensure &lt;20 characters for all button text used in:</span></p>\n<ul style=\"margin-top: 0px; margin-bottom: 0px;\">\n<li style=\"margin: 0cm 0cm 0cm 0px; font-size: 14px; font-family: Aptos, sans-serif;\"><span style=\"font-size: 14px;\">Follow up questions (all channels)</span></li>\n<li style=\"margin: 0cm 0cm 0cm 0px; font-size: 14px; font-family: Aptos, sans-serif;\"><span style=\"font-size: 14px;\">Engagements for this channel (engagements can be set by channel)</span></li>\n</ul>\n<p style=\"margin: 0cm; font-size: medium; font-family: Aptos, sans-serif; color: #000000; font-style: normal; font-weight: 400; text-align: start; white-space: normal;\"><br><span style=\"font-size: 14px;\">Emojis may help convey the button purpose visually.</span></p>\n<p><img src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/buttons%20example.jpg\"></p>\n<h3 id=\"mcetoc_1i7hlbrtqab\">Troubleshooting: &lt;6 buttons, not seeing them all?</h3>\n<p>If you have six or fewer&nbsp;buttons, and you're still not seeing them all when the engagement displays on Instagram, this might be because:</p>\n<ul>\n<li>There are related articles - uses a button</li>\n<li>There is a video included in the message - uses a button</li>\n<li>You don't have any text in the \"Engagement message\" field. Add some text here to see the buttons re-appear:<br><img src=\"https://portal.helpfruit.com/api/images/079d861d72cc4aca80c65588df217079/files/Insta%20troubleshooting.png\"><br><br></li>\n</ul>\n<h2 id=\"mcetoc_1hgp8nmum5if\">Images</h2>\n<p>One image only can be displayed per answer.</p>\n<p>The image is displayed above the answer rather than inline.</p>\n<h3 id=\"mcetoc_1hgp8nmum5ig\">Recommendations</h3>\n<p>Add your image before any other links in your Q&amp;A answer in the Helpfruit portal, to ensure that it is displayed on Instagram.</p>\n<p>Have answers with more than one image? We recommend you either</p>\n<ul>\n<li>Combine the images into one image; or</li>\n<li>Split your Q&amp;A into two or more separate Q&amp;A, each with a maximum of one image</li>\n</ul>\n<h3 id=\"mcetoc_1hgp8nmum5ih\">Image links</h3>\n<p>The image URL &ndash; whether the image is uploaded to the Helpfruit portal or added via link - will be displayed in the answer text. You may wish to consider using a link shortening service (eg TinyURL, bit.ly)&nbsp;</p>\n<h2 id=\"mcetoc_1hgp8nmum5ii\">Links</h2>\n<p>For inline links in answers, the&nbsp;URL is displayed in brackets after the link text. If the URL is long, you may wish to consider using a link shortening service (eg TinyURL, bit.ly).</p>\n<p>Link preview is displayed above the answer (with image, if available).</p>\n<p>Links open in Instagram</p>\n<h2 id=\"mcetoc_1hgp8nmum5ij\">Did you mean / not confident answer</h2>\n<p>Options displayed in a carousel, as shown below.&nbsp;<br>&ldquo;Ask&rdquo; button asks the question of the bot.</p>\n<p><img src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/Instagram%20did%20you%20mean.jpeg?width=1000&amp;height=\" width=\"313\" height=\"145\"></p>\n<h2 id=\"mcetoc_1hgp8nmum5ik\">Answer length</h2>\n<p>Maximum 1000 characters &ndash; text only (note that emoji may be 2 or more characters).&nbsp;</p>\n<p>If answer includes buttons, maximum of 640 characters in answer text.</p>\n<ul>\n<li>If answer is too long, will be truncated.</li>\n<li>Beware &ndash; links at the end of an answer could be truncated.</li>\n</ul>\n<p><img src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/answer%20length%20Insta.png?width=1000&amp;height=\"></p>\n<h2 id=\"mcetoc_1hgp8nmum5il\">Follow up questions</h2>\n<p>Button limitations detailed above &ndash; maximum 6 buttons, maximum 20 characters on button (or 17 + &hellip;)</p>\n<h2 id=\"mcetoc_1hgp8nmum5im\">Web search results</h2>\n<p>Displayed as a carousel</p>\n<p><img src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/web%20search%20Insta.jpg\"></p>\n<h2 id=\"mcetoc_1hgp8nmum5in\">Video</h2>\n<p>Displays as a button, as shown. YouTube opens inside Instagram app<br><br></p>\n<p><img src=\"https://portal.faqbot.nz/api/images/079d861d72cc4aca80c65588df217079/files/video%20on%20Insta.png\"></p>\n<p>&nbsp;</p>\n<p>&nbsp;</p>","description":"","isMarkdown":false,"publishedOnUtc":"2024-10-15T01:57:57.890144","modifiedOnUtc":"2023-12-04T01:57:43.3503848"}