Channel
Instagram DM
DMs from your professional account, in the same thread list
Instagram DMs from your professional account land in the shared inbox with everything else, so the person answering them has the same tools, history and assistant as the rest of the team.
- Works with an Instagram professional account
- The same inbox as WhatsApp and Messenger
- AI replies, with a hand-off the moment a person takes over
- Every DM becomes a contact you actually keep
We reply in under an hourOr message us on WhatsApp
A screenshot of the running product. The names and numbers are invented; the software is not.
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Connect a professional account
Instagram DMs arrive through Meta's Graph API on a professional account linked to your Page. From there they behave like any other conversation: assigned, tagged, answered, and attached to a contact record that outlives whoever happened to reply.
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The DMs stop living on somebody's phone
The usual arrangement is that one person has the Instagram app and answers DMs between other jobs. Everything that follows — the enquiry nobody saw, the customer history that leaves when they do, the reply at 9am to a message from 11pm — comes from that. A shared inbox with an assistant on it removes the single point of failure rather than adding a process on top of it.
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Same limits as Messenger, same reasons
Instagram runs on the same Graph transport as Messenger and inherits its behaviour: a 24-hour reply window with no template route once it closes, interactive buttons and lists arriving as quick replies, and captions dropped from media. And, as on Messenger, Meta supplies an opaque scoped id rather than a phone number — so an Instagram contact cannot be matched to one you already have.
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The assistant does not treat it as a lesser channel
The same assistant, the same instructions and the same tools apply here as on WhatsApp. It can answer a question about opening hours, look up whether a customer has an appointment, or book one — then hand the thread to a person the moment something needs judgement, with the full history attached.
What runs on this channel
The capability behind it, and the scenarios that name it explicitly.
- FeatureOmnichannel messagingFive channels, one conversation history
- Use caseThe enquiry that arrives at 11pmAnswered now, not at nine tomorrow
- Use caseThe customer who sends a photoIt looks, describes, and routes it to the right person
- Use caseQualifying before anyone picks upThe three questions you always ask, always asked
- Use caseForty messages, five that matterThe routine handled, the rest escalated with context
- Use caseThe deals nobody followed upFound every Monday, chased with your approval
Ready to answer every customer in one place?
Bring WhatsApp, Messenger and Instagram together with AI that actually helps. Talk to us and we'll get you set up.
We reply in under an hourOr message us on WhatsApp