This article consists of some commonly asked questions regarding Instagram capabilities and limitations in Sprinklr.

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Please check the Instagram Capabilities and Limitations for any general doubts & queries.

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1. Can users like an Instagram post and comments?

No, it's an API limitation.

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2. Can we tag users in IG reels and video posts?

It is an API limitation as of now. We can only tag users in IG photo posts.

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3. Can we delete IG posts from Sprinklr?

No, it is an API limitation.

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4. Can we add a custom thumbnail to IG reels?

It is an API limitation, we can only select frames from video/reel as a thumbnail for the post.

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5. How to publish Reels and share them to IG feed view as well?

There is an option of Share To Feed that appears in Quick publisher just after the user uploads an attachment that will allow the user to share to feed. 

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6. How do we add links on an IG story?

Swipe Up links are an API limitation. However, As currently we can add instagram stories through mobile flow, you can enter/paste the link in the description section, and when you would be publishing the story on instagram through mobile, while editing the story, your description would automatically be copied to the mobile clipboard, so you can directly paste it there.

Demo video for publishing IG story via Mobile flow: https://drive.google.com/file/d/1VXseXu8LJSrzFilHiHFGGH2TajBFaxk8/view 

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7. Can we publish polls and quizzes on IG stories in Sprinklr?

Publishing Instagram polls for stories is currently an API limitation, but we can publish polls for instagram story Ads (instagram ad account) from the Ad console. The following kp article might be helpful.

For non-ads accounts the user will need to go through the Mobile flow which redirects them to publish it through the native Instagram Application. Once it moves to Instagram on the phone app, users can add polls, quizzes, stickers, etc.

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8. While publishing a carousel from an Instagram account, why don't we get an add location option?

We are not able to add a location for Instagram carousel posts as of now. However, control tagging location is possible in the case of Publish via mobile.

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9. What are the video and reel duration/length specifications to publish them from Sprinklr?

We can publish IG videos -

• 3s - 60s (1 minute) via direct publishing

• 3s - 60 mins (1 hour) via mobile flow publishing

For IG reels -

• upto 15 mins via direct publishing

• upto 90 secs via mobile flow publishing.

10. What happens to IG live video if users do not share it to Instagram feed? Are comments and live reactions recorded in Sprinklr?

If not shared in the feed, the video/media will not be stored/made available in sprinklr, but it would be visible on the engagement dashboard with the thumbnail of live and markled as a video.

The Live comments would be fetched in the engagement dashboard, but Live reactions are not fetched via API. 

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11. Do we support the Instagram Collab feature?

We do support publishing IG posts with collaborators. Users can send collaborations requests while publishing posts from Sprinklr, and tagged IG user will have to accept the request to reflect it on Instagram post. Know more

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12. Do we have the ability to post / create Instagram guides via sprinklr? 

We do not have the ability to post/create Instagram Guides via sprinklr. It's an API limitation.

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13. Is historic data available for Instagram Business Accounts?

No, Business Insights will be available for posts published after you have linked the account in Sprinklr.

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14. Will insights be available for the time period that the account is inactive or unlinked?

No, Business Insights will only be pulled into Sprinklr for active and linked accounts.

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15. Are polls and quizzes on IG stories still an API limitation? If yes, are there any plans of supporting it in Sprinklr?

Publishing Instagram polls for stories is currently an API limitation, but we can publish polls for instagram story Ads (instagram ad account) from the Ad console. The following kp article might be helpful.

For non-ads accounts the user will need to go through the Mobile flow which redirects them to publish it through the native Instagram Application. Once it moves to Instagram on the phone app, users can add polls, quizzes, stickers, etc.

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16. What are the Media recommendations for Instagram posts (Photo/Video/Reels) ?

Instagram image format: JPEG

Instagram video and reel format: MOV or MP4 (MPEG-4 Part 14)

Please refer to this KP article for more details: Media Recommendations by Instagram​

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17. Can we use IGTV capability from Sprinklr?

Instagram has deprecated IGTV and started supporting Instagram Video media type along with reels. We no longer support IGTV as a media type.

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18. If you delete an old IG Story post via the editorial calendar, does it remove it from the highlights as well?

Instagram Story Highlights are not supported in Sprinklr. Thus it does not remove the deleted story from Highlights natively.

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19. While publishing a carousel from an Instagram account, why don't we get an add location option?

We are not able to add a location for Instagram carousel posts as of now. However, control tagging location is possible in the case of Publish via mobile.

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20. What happens to IG live video if users do not share it to Instagram feed? Are comments and live reactions recorded in Sprinklr?

If not shared in the feed, the video/media will not be stored/made available in sprinklr, but it would be visible on the engagement dashboard with the thumbnail of live and markled as a video.

The Instagram Live comments would be fetched in the engagement dashboard, but Instagram Live reactions are not fetched via API. 

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21. When does an Instagram Business Account get Deactivated from Sprinklr? 

Instagram Business Account de-activates when the refresh token expires.

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22. How do you know if your account is a business account or profile account?

You can check by logging natively. Then go to Settings in the top right of the profile. If you are on a personal profile, it shows "Switch to Business Profile". If it shows "Business Settings" then your account is a business profile.

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23. Can we add collaborators in Instagram posts?

Yes, you can add collaborators in Instagram posts (available for Posts, Carousels, & Reels). You need to tag them first in the post. Maximum 3 collaborators can be added to a post. 

The collaborator needs to give permission to be added as a collaborator. Once a request is accepted, the post appears on the feed of collaborator account as well.