How to create an Instagram chatbot with an API in Malaysia?
Instagram is the third most-used social media platform in Malaysia. Besides allowing users to edit, post, and share photos or videos with others, you can also send messages to other accounts via its Instagram Direct feature.
While this is useful for people to connect with their loved ones, businesses can also leverage Instagram Direct to generate more interest in their brand, which will potentially convert into a higher volume of sales.
When your business account starts to grow and the volume of inquiries or complaints starts to increase (hopefully not the latter, though), you might save a lot of trouble by integrating a chatbot on Instagram to increase the capacity of your customer service team.
What is an Instagram chatbot?
Instagram chatbots are legal, automated tools integrated into Instagram Direct. They streamline conversations by automatically responding to messages based on preset rules and conditions.
Far from being spammy or annoying, these bots provide immediate responses that enhance customer experience, helping brands deliver efficient, credible, and timely interactions.
Different types of Instagram chatbot
Instagram chatbots are automated tools that enhance user engagement and streamline business communication on the platform. They can be categorized based on their functionalities and use cases:
Automated response chatbots: These bots provide instant replies to user inquiries, handling tasks like answering frequently asked questions, providing product information, and assisting with order placements.
Ad-to-message chatbots: Integrated with Instagram ads, these bots initiate conversations with users who interact with advertisements, guiding them through sales funnels or providing additional information directly within the chat.
Lead generation chatbots: Designed to capture user information, these bots engage potential customers by asking specific questions, collecting contact details, and qualifying leads for further follow-up.
Customer service chatbots: These bots offer 24/7 support by addressing common customer inquiries, troubleshooting issues, and directing users to relevant resources, enhancing customer satisfaction.
Feedback-gathering chatbots: Utilized to collect customer opinions and insights, these bots initiate surveys or ask targeted questions to gather feedback on products, services, or overall brand perception.
Ordering, booking, and tracking chatbots: Facilitate transactions by allowing users to place orders, book appointments, and track deliveries directly within Instagram, streamlining the customer experience.
What are the requirements for using chatbot Instagram?
To effectively use a chatbot on Instagram, you must meet certain requirements to ensure smooth integration and operation. Here's what you need:
Switch to a Business or Creator account: To use a chatbot, your Instagram account must be either a Business or Creator account. If you currently use a personal account, you must switch to a professional one in your Instagram settings.
Choose a compatible chatbot platform: Select a third-party chatbot platform, like SleekFlow, that supports Instagram integration. Ensure the platform complies with Instagram’s API policies to avoid disruptions or violations.
Use the Messenger API for Instagram: The Messenger API is essential for managing high volumes of customer queries via Instagram private messages. It acts as the backbone for chatbot integration and smooth interaction handling.
Obtain API approval: Instagram requires chatbots to utilize their Messenger API for communication. Your chatbot provider will need API access to begin interacting with users on your behalf.
Define the chatbot’s purpose: Clearly outline what your chatbot will do—answering FAQs, processing orders, or offering personalized recommendations. A defined purpose ensures it provides meaningful value to users.
Regular testing and maintenance: Test the chatbot regularly to confirm it responds accurately and provides a seamless experience. Update it frequently to address new business needs or platform changes.
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How can businesses in Malaysia use Messenger API to engage with their customers on Instagram?
In order to build an efficient and enjoyable chatbot experience for your Instagram followers, you should make use of various features provided by Messenger API and develop a chatbot messaging strategy that stays true to your brand voice and caters to your customers’ needs. Here are some things to take note of when implementing your chatbot for Instagram DMs:
1. Cover all bases
Before working on the technical side of setting up an Instagram chatbot API, you need to first take a step back and think of the most common customer support scenarios that might occur in your business as well as other business objectives that you want to achieve through social media marketing. Then, start crafting a variety of different chat flows for these scenarios.
You should automate all possible business processes that don’t necessarily require support from a human customer service agent, for example:
Enquiry of product prices
Enquiry of business operating hours
Checking on order delivery statuses
Scheduling appointment slots
Other FAQs (Frequently Asked Questions)
Did you know? Messenger API provides features such as Quick Replies and Ice Breakers to provide users with options to quickly tap and start or respond to conversations with Instagram business accounts.
Quick Replies function (Image source: Meta for Developers)
Ice Breakers function (Image source: Meta for Developers)
2. Personalisation is key
Besides response speed, McKinsey has found that up to 71% of consumers expect personalised interactions with businesses. There needs to be a balance between quick and personalised responses when setting up your chatbot on Instagram.
SleekFlow’s CRM platform, which can be integrated with Messenger API, provides a feature to segment your customers into groups based on various conditions such as profile information, the topic of conversation, and more.
Through these categories, you will be able to provide a more personalised experience for different types of customers by setting up different message templates and responses for them. For example, new customers and returning customers will receive different welcome messages when they first initiate contact with your Instagram chatbot.
Read more about how AfterSchool, an online tutoring platform in Hong Kong utilised SleekFlow’s customer segmentation feature and more to streamline communication with their students.
3. Establish proactive communication
If your current Instagram chatbot strategy only focuses on dealing with incoming conversations, it’s time to think outside the (in)box!
Here are some other ways that you can utilise Instagram to expand your reach and enable your chatbot to connect with more of your followers:
Image source: ShopPop.com)
Instagram ads can be created to capture interest and lead users to initiate an Instagram Direct conversation with your business account.
Keyword triggers can be configured so that a specific message will be automatically shared with users when they respond with the relevant keyword
Rather than just limiting your conversations to people who contact your business, you can also reach out to users who drop comments on your posts, by utilising auto comment replies.
Find out more about SleekFlow’s auto comment reply function for Instagram.
What are the benefits of using Instagram chatbots for businesses?
24/7 online support for your customers
No matter how dedicated your customer service team is, it’s still virtually impossible to stay glued to your Instagram Direct inbox all day long. Besides that, users are more likely to browse through social media and contact you only after working hours. With the assistance of an Instagram chatbot, your customers will be able to receive real-time support, regardless of the time of the day.
Better allocation of internal resources
Source: GIPHY
For every business, there will be common scenarios in customer service scenarios. For example: enquiry of order delivery status, enquiry of item prices, etc.
A chatbot on Instagram can be set up to provide quick responses to customers via DMs by cross-checking information with an existing database. Not only does this save a huge amount of manpower, but you can also delegate your customer service team to provide focused, high-quality support for complex situations.
Minimising human errors
Source: friendsgifs on Tumblr
Let’s face it, even the most expert texters have days where their messages might be riddled with typos or are sent to the wrong group chat. When customer enquiries are coming in at a high frequency, there is a greater chance of slipping up.
Nobody is perfect, but under these circumstances, a chatbot on Instagram might be the closest thing to that!
By setting up DM templates and integrating the necessary databases with an Instagram chatbot, you can drastically minimise human errors and avoid sending inaccurate information to the wrong user chatbox.
Reduce purchase friction
Source: Mailchimp on GIPHY
While Instagram is one of the best platforms to visually showcase your products or services to attract potential customers, dropouts are likely to happen during the checkout process as they might have to be redirected to another website to complete payment.
Also, customers might have questions to clarify about your product before making their decision, and when not promptly responded to, they would be less likely to proceed with their purchase.
Having a chatbot on Instagram enables you to address your customer’s concerns and provide in-chat payment links helps to wrap up the entire customer journey within the same platform, increasing sales conversion rates in the process.
Build brand loyalty
Nowadays, not only do consumers value the quality of a brand’s product or services, but they also want to be able to connect with the brand. 57% of consumers are willing to increase spending with a brand when they feel connected to it.
In order to build customer loyalty and trust towards your brand, it is important to communicate and engage with them through comment replies and DM responses. An Instagram chatbot would be able to monitor conversations that are happening within your account and keep users constantly engaged.
Gain valuable insights into your business
Source: fauxels on Pexels
When your customers know that you are responsive on Instagram Direct, you are encouraging them to share their feedback privately without any restrictions.
With a chatbot on Instagram, you will be able to compile all this information by categorising and segmenting similar customer scenarios, in order to get an overall view of any problems that might need to be addressed.
Since everything is tracked by the chatbot, you gain access to actionable insights that inform you that, for example, the amount of delayed order delivery has increased within the past month, you can make a data-driven decision to switch courier service providers or to further streamline internal logistics.
In the long run, these well-informed decisions form into robust revenue-driving strategies that propel your business to grow.
Example of businesses in Malaysia using Instagram chatbot
Many businesses in Malaysia use Instagram chatbots to handle customer queries efficiently. Here’s how one of them does it.
Kiehl’s Malaysia has successfully used Messenger API for Instagram to drive sales
Kiehl’s, a luxury beauty brand, implemented features from Messenger API to stay connected with its loyal fans as well as reach out to its potential customers in Malaysia via its official Instagram account.
Before Messenger API, it was challenging for their customer service team to manually manage various customer interactions, ranging from Story replies and post comments to Direct messages on their business account.
Through utilising the power of automated messaging, Kiehl’s Malaysia successfully achieved a 30% increase in qualified sales leads, a 20% conversion rate from consultation to sales, as well as tripled their sales within two months.
Check out how Lazada automated its loyalty program using marketing automation software and boosted customer engagement.
Create a chatbot on Instagram for your business with SleekFlow
Ready to engage in more meaningful conversations with your customers? SleekFlow is here to help you set up your chatbot on Instagram via the implementation of Messenger API.
To extend the conversation beyond Instagram, you can also consider SleekFlow’s omnichannel messaging function, which allows you to integrate various messaging channels such as WhatsApp, Messenger API (which enables Instagram chatbot for DMs), website live chat, and more into one single platform.
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