You can view Instagram interactions with customers on the Chat and Messaging widget. The widget displays all Instagram interactions with the Instagram logo. The Contact Details pane of Customer Journey displays the customer identifiers associated with the Instagram business account, such as phone number and email address.

If a customer mentions your Instagram account in their stories, you receive a notification message informing you of the mention. You receive mentions in your interactions if the Instagram account of the customer is public or if you are following their account.

The Instagram stories mentioning your account expire within 24 hours or can be deleted by the customer beforehand. After a story expires or is deleted, you can no longer access the media from the story, as Avaya Experience Platform™ Public Cloud does not download or store this content.

If a customer sends a text or a media message from a mobile app, they can delete or unsend it subsequently. When a customer deletes a message, you receive a notification stating that the message is deleted in place of the deleted message.

Avaya Workspaces displays customer and agent messages in different colors so agents can differentiate between them.