Handover Protocol is a functionality that allows bots and agents to hand off control of the conversation on Instagram to each other. This keeps care agents out of conversations that the bot is able to handle on its own, and brings them into the conversation when human interaction is necessary.

Here we share the steps to enable handover protocol both for classic and new page experience. There are few settings which need to be updated in the Facebook platform and few in Sprinklr. This article lists all of those.

Update Facebook Settings (for Pages with Classic Experience)

Please login into your Facebook platform with the page access to which Instagram account is linked.

1. Please click on the page to which Instagram is configured from the right side panel.

2. Click on settings and go into advanced settings.

3. On page advanced settings you will see the option Instagram Receiver under handover protocol.

4. Please ensure that your platform app name is populating in the connected app section.

5. Click on configure and select the app to which you want the primary control for the thread. Other apps would automatically become a non primary receiver for the app.

Update Facebook Settings (for Pages with New Experience)

1. Please login into your Facebook platform with the page access to which Instagram account is linked.

2. Please click on the Facebook page to which Instagram is configured from the right side panel.

3. Click on settings and go into the New Pages experience and Advanced messaging.

4. Under App Settings > Handover Protocol, click on configure Instagram receiver OR Messenger receiver.​

5. A pop up will open up to select the app for transfer of the Primary receiver for handover protocol, select the relevant Sprinklr App.​

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Update Sprinklr settings

Please note that to enable handover protocol in Sprinklr, ensure that you are having access to the account addition window.

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1. Click the New Tab icon . Under the Sprinklr Social tab, click Owned Social Accounts within Listen.

2. In the Accounts (Settings) window, locate the Instagram account and hover over the Options icon to the left of the account name and click Enable Handover Protocol. ​

3. Once the platform is configured for both Facebook and Sprinklr, you will be able to see the changes in Sprinklr Platform.

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