Instagram DM support, answered from your shared inbox

Many customers message a brand on Instagram first. When those DMs live in a phone app, only one person sees them, and the replies happen outside your support workflow. Connect your Instagram account, and every direct message lands in the shared inbox as a conversation, with the customer's history in view.

Your account needs to be a professional account (business or creator) linked to a Facebook Page that you manage with full control or with access to messages. Click Continue with Facebook, grant Deskwoot that Page and tick your account. In the Instagram app, the account owner turns on Allow access to messages under Settings > Messages and story replies > Message controls > Connected tools. Instagram sends messages to Deskwoot only while it is on.

Text, photos, videos, voice messages and stickers arrive with the messages. A reply to your story comes with a link to the story, a mention in someone's story shows as a message, and posts and reels a customer shares arrive as links. Messages from people who do not follow you arrive too. Your team sends text, images, videos and audio of up to 25 MB.

Instagram delivers a business's reply only within 24 hours of the customer's last message. Deskwoot shows when that window has closed, and private notes for your team work at any time. Fynn answers the routine questions when you switch him on for the inbox, always within the 24 hours, and hands the conversation to your team when a person is needed.