Important Update

Post previews for certain inbound Instagram posts will be available via a Click to View option starting October 1, 2025.

Beginning October 1, 2025, Meta will deprecate the oEmbed API endpoint, which impacts how Sprinklr displays previews for some Instagram posts. For these posts, instead of showing the image or video upfront, users will see a simple Click to View option to access the content. 

What Does This Mean?  

Due to this deprecation, For Inbound Instagram posts where the media is no longer available through Meta’s APIs (Expired images or video thumbnails), Sprinklr will no longer be able to show the media preview upfront. Instead, users will see a placeholder image, which can be clicked to view the associated image or video content. Please note this does not affect active or non-expired Instagram media. This difference comes as part of broader platform updates from Meta and is not unique to Sprinklr. To minimize disruption, we’ve ensured that a convenient Click to View option is available wherever previews are affected.

What are Inbound Instagram Posts?

Any post which Sprinklr fetches from Instagram channel is called inbound Instagram posts. In simpler words, this means all posts which are not published from Sprinklr but are fetched from Instagram through APIs & shown to users on Sprinklr platform. This includes comments, tagged media, listening mentions etc. 

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Impact on Customers 

Previews may not always be available for some Instagram posts where the media has expired. In such cases, the content will still be fully accessible by clicking on the post: 

1. Listening Dashboards

For certain posts, previews may not be visible upfront. Users can still click to view the complete image or video. For Example, in the image below, preview of 2nd post isn’t available. User can however, click on the image to see the thumbnail image. 

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2. Reporting Dashboards

Reports may occasionally display posts without previews. All performance metrics will continue to be available, with creatives accessible via a click.

3. Engagement columns

Comments may appear without a thumbnail in some instances, primarily for tagged media mentions. Full post context remains available when the content is opened by clicking on Click to View.

4. User-Generated Content (UGC) Discovery

Some posts may not show a preview immediately. Clicking into the post will display the image or video for evaluation.

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5. Care Console

For Instagram tagged mentions, story mentions, and natively published brand posts, attachment previews will no longer be shown upfront in care console. Instead, users will see a Click to View option to access the full content in an iframe. Sprinklr-published posts remain unaffected. 

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6. PII masking

In scenarios where PII masking is applied, previews may not always display upfront. Instead, a Click to View option will allow secure access to the content.

 
Some other screens which show inbound Instagram posts are Editorial calendar, Care console, Display, PPT & Galleries, Amazon VOC, Self Serve, etc.  

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Timeline 

User will start seeing these changes in Sprinklr from 1st October 2025. 

If you have any questions or need help adjusting your workflows, please don’t hesitate to reach out to your Sprinklr representatives or tickets@sprinklr.com.

Thank you for your understanding and continued partnership.