2.1 Guide to setting up Instagram on AntCRM

Step 1: Go to Setting - Omni Conversation - Instagram Integrations.

Step 2: Click "Settings" button at page (signed in

⇒ The page will be redirected to the setup page for the fanpage.

The setup for the page includes the following items:

Sessions	Description
Group	The list of teams will responsible for customer support
User Support	The list of employees responsible for interacting with customers, such as handling Instagram chats and comments
By default, customer sessions with existing assigned staff will remain under their responsibility	When this feature is enabled, sessions will be automatically assigned to the previous staff member responsible for that session, without checking other assignment conditions. If the previous staff member is not on the list of assignable employees, the session will become unassigned
Auto-assignment	When the auto-assignment feature is enabled, comments/messages from customers sent to the Page will be automatically assigned to support staff based on the rules selected in the Assignment Mode (configured below)
Prioritize assigning to the staff responsible for the related customer	When this feature is enabled, the system will automatically assign sessions to the staff responsible for the customer who sent the message (responsible for the lead/contact). If the responsible staff does not meet the session distribution conditions, the system will assign the session according to the assignment rules
Assignment mode	There are 2 assignment modes: Sequential: Distribute request tickets in order to team members and rotate them. Random: Distribute request tickets randomly to team members.
Apply for	Only online staff: Only assign new sessions to CRM staff who are online. All staff: Assign new sessions to all staff according to the assignment mode.
Assign by optional rule	Allows creating assignment rules based on keywords in the content of customer messages/comments
Transfer customer responsibility when assigning	When this feature is enabled, the customer’s responsible staff will be transferred to the staff assigned to the chat session
Permission to view and interact with sessions	Allows users to view/interact with each other's session content
Tag: Configure to assign a tag to a customer when a new customer is created	The tag is assigned to new customers for the purpose of distinguishing and grouping customers with similar characteristics for easier future operations
Configure the lead source for a customer when a new lead is created	The source that generates the customer, which is also aimed at distinguishing and grouping customers with similar characteristics
Reply to a comment with a comment	Allows configuring to reply to comments with either a comment or a message