Engagement within Sprinklr provides a way to manage your team’s response workflows from organized dashboards. Sprinklr allows you to manage inbound messages through clear workflows that let you route and prioritize messages, respond, and provide quick and accurate resolutions.

With customizable Engagement Dashboards, you can configure views that give your team the right context and tools to deliver the best possible customer experience.

To Create an Instagram Column

1. Click the New Tab icon. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.

2. In the Engagement Dashboard, click Add Column in the top right corner to create a new column.

3. Select Instagram from the Add New Column window. You can also search for it in the search bar above.​

4. In the 

   Add New Instagram Column

    window, select a column to add from the given options. The following options are available:

   • Inbox

   • Media

   • Comment

   • Story

   • Mention

   • Comment Mention

   • Replies

   • Tagged Media 

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   • Note Sprinklr is able to backfill the data only if the data is fetched via API. Mentions are fetched in Sprinklr via webhooks in real-time. Whereas, Media and Tagged Media is fetched via an API call and not by webhooks. Hence, Sprinklr is able to backfill Media and Tagged Media.  For example, if the brand is tagged in a photo, Sprinklr would be able to fetch that, however, if the brand is tagged in the text of the post (a "mention"), that would not be fetched.

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5. Enter the Basic Information for your column. Note that the preview of your column will render on the right-hand pane.

6. Enter Workflow Properties as desired. Workflow properties refer to the properties applied in Sprinklr, either automatically or manually, that determine the message's workflow status, user assignment, priority, Spam designation, and sentiment.

7. Provide the Custom Properties as desired. Configuring additional properties in an Engagement Dashboard column, you can specify messages to include or exclude based on the properties that have been applied to the message.

8. After you've provided all the details for your column, click Create Column in the bottom right corner to create a new column. Upon creation, your column will be available in your current dashboard for you to engage with. For more information on engagement capabilities for the different Instagram account types, see Engagement in Instagram Capabilities and Limitations. 

Instagram Message Type Glossary