What do I have to do with the Instagram migration?
The SocialHub communicates with your Instagram account via a so-called API. The API enables the Hub and other tools to work with the Instagram account "from the distance": Retrieve comments, write replies, etc.
The Hub needs access permission to be able to work with your account. You grant this if you add an Instagram account in "Account" > "Channels".
Facebook has now integrated the Instagram API into the Facebook API and will shut down the previous API. All granted access permissions will be invalid and have to be re-granted. The most important information in a nutshell:
You must complete the migration in your SocialHub account by December 10, 2018 to keep your Instagram Inbox working!
We strongly recommend that you perform the migration as soon as possible so that we can assist you in case of problems!
Why a new API?
Instagram has not always been part of Facebook, it an independent company and thus completely separated from all things Facebook. After Facebook acquired Instagram, the two networks will now become increasingly integrated into each other, at least from a technical viewpoint. Of course, it's easier to maintain one API instead of two. Saving time and money.
The Instagram API has been neglected in the past, and some features have even been removed. After migrating to the new API, these functions should be usable again and we can make them available to you in the Hub in the future.
What does all this mean for me?
So that the SocialHub can still retrieve the comments from your Instagram account, you or the admin of your SocialHub account must reconnect the Instagram channel. This is the only way to restore the necessary access permissions for the Hub. The exact instructions are described below.
Due to technical reasons, Instagram will be re-connected as a new channel. This unfortunately means that the Insights and the user history for the Instagram account will restart.
The Insights that have been collected up to this point can be exported and remain visible in the Hub for at least a few months.
The user history is restarted due to a technical limitation of the new API. Previously, a unique ID was provided for each Instagram user, enabling us to reliably build the user history. The new API, on the other hand, only provides the user name and we can no longer match it to the existing data. A Instagram user can additionally change his username, which can lead to inconsistencies.
What exactly do I need to do?
You must complete the migration in your SocialHub account by December 10, 2018. Pick a date to perform the following actions in the following order.
Note: These actions can only be performed by an admin who also has permission to access the Instagram page:
- Export the Insights of your existing Instagram channel.
- Create a Smart Rule in "Account" > "Smart Rules" that automatically archives all tickets from the existing Instagram channel. The feature may need to be enabled first in "Account" > "Features". Attention: Please only create Smart Rules for channels that are connected in "Instagram Inbox". If the feature "Tagging required" is enabled, the Smart Rule can't be created. Skip this point.
- Add your Instagram account as a new channel in " Account" > "Channels". Attention: You need to delete it first if it is already connected.
- Only when you no longer need the insights of the old Instagram channel: Delete the old instagram channel and the previously created Smart Rule. If the feature "Tagging required" is activated, the tickets of the old Instagram channel will still flow into your inbox. To prevent this, the old channel must be deleted.
How do I export the Insights?
Go to the Insights and select the Instagram channel below the SocialHub logo on the left-hand side. You can then export all of the channel's data further down in the "Export to CSV (Excel)" section.
How do I create the Smart Rule and what settings do I need to make?
Go to "Account" > "Smart Rules" and create a rule with the following settings. Please note: If you have connected several instagram channels, you must create several individual Smart Rules. Please only create Smart Rules for channels that are connected in "Instagram Inbox".
How do I add the new Instagram channel?
It is important that you add a channel for the Instagram, not for the Instagram Inbox. From now on, this access authorization applies to both the Inbox and the Content Planner and will be renamed with one of the next updates.
Attention: You need to delete it first if the channel is already connected.
Nothing else has changed here. Just follow the instructions after clicking the button "Add channel".
Help, I can't add the Instagram channel!
Please contact us via the "Support" function in the top right corner of the SocialHub.