Emplifi Integrates Messenger API for Instagram, Enabling Businesses to Handle Customer Communications at Scale

Emplifi is part of a select group of Facebook partners that gained early access to the beta version of the Messenger API for Instagram in October, 2020

New York, 2 June, 2021 – Emplifi, a leading customer experience platform, is excited to announce the integration of Messenger API for Instagram into its social marketing cloud. The updated API enables businesses to integrate Instagram messages into their business applications and workflows, giving brands the power to manage customer communications at scale. The newly-launched Messenger API for Instagram will give Emplifi customers the ability to streamline marketing, commerce and customer care workflows by consolidating all incoming communication. It will also enable businesses to acquire customers and build brand awareness by providing a direct, conversational way for people to engage with them where they already spend their time.

“We are delighted that Emplifi is launching Messenger API Support for Instagram,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “By integrating the Messenger API for Instagram, businesses and developers can effectively scale messaging workflows to better own the customer experience and build more authentic relationships.”

Emplifi’s integration of Messenger API for Instagram into its Social Marketing Cloud enables customers to centralize their Instagram management efforts and build one-on-one relationships with their own customers in real-time via Instagram direct messages. The API integration also offers access to key reports measuring sentiment and engagement on the social media platform.

Socialbakers, which is now a part of Emplifi, was part of an exclusive group of Facebook partners that gained early access to the beta version of the Messenger API for Instagram in October, 2020. During the beta release, Emplifi customer Bath & Body Works Arabia was able to reduce customer care operational costs by 184%.

“With so many consumers now directly communicating with brands via their social accounts, businesses need all the help they can get to respond to and manage customer communications happening on Instagram,” said Emplifi Chief Product Officer, Alex George. “This integration is key to managing those communications and advancing customer care initiatives -- not only that, it’s a natural extension of Emplifi’s focus on empathy.”

According to Socialbakers’ Q1 2021 data, the 50 largest brands on Instagram saw more than a 10% increase in their audiences on the social media platform, underscoring the need for businesses to adopt social media tools that enable them to manage Instagram direct messages at scale. Today’s announcement comes during Facebook’s long awaited 2021 F8 Developer Conference, a one-day virtual event for Facebook’s developer community. As part of its F8 announcements, Facebook confirmed the public roll out of the Messenger API for Instagram, making it available to all businesses.

About Emplifi

Emplifi is the leading unified CX platform that brings marketing, care and commerce together to help businesses close the customer experience gap. More than 7,000 brands, such as Delta Air Lines, Ford Motor Company and McDonalds, rely on Emplifi to provide their customers with outstanding experiences at every touchpoint. For more information, visit www.emplifi.io