| Announced on (YYYY-MM-DD) | Effective date (YYYY-MM-DD) | Aha! idea |
|---|---|---|
| 2025-06-09 | 2025-06-30 | Aha! idea |
In a future release, Genesys Cloud will allow administrators to configure their Instagram accounts so that they can use defined engagement rules to monitor and route customer interactions. This enhancement adds Instagram to Genesys Cloud Social’s capabilities, in addition to X (formerly Twitter) and Facebook, and gives businesses the ability to manage both public and private Instagram messages within the same interface they already use for other social platforms.
All public Instagram posts will have an assigned sentiment (positive, negative, or neutral), and administrators can also select Instagram as a channel when they create data ingestion rules and social escalation rules. Instagram will also be available as a filter option in both the social listening posts and social listening performance sections, providing granular control and deeper insights into customer interactions on the platform.
With this update, organizations can now deliver a consistent customer experience across all three major social platforms: Instagram, X, and Facebook. Administrators will also gain tools to identify public Instagram posts that need further handling, whether by bots or live agents.
Why does this matter?
Instagram is one of the most widely used platforms for consumer engagement. By integrating it into the same system as X and Facebook:
- Agents can respond faster and more consistently across all channels from one place.
- Supervisors gain access to unified analytics, including Instagram-specific performance data, improving operational oversight.
- Businesses can lower support costs, as social media interactions are less costly to handle than traditional phone support.
- Customers benefit from faster, more personalized service, improving satisfaction and loyalty.
Before and after UI updates
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