In progress
Instagram DMs
Instagram direct messages in the same shared inbox as your other channels, answered by your team and Fynn.
Why we're building this
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.
What it does
Connect the Instagram professional account linked to your Facebook Page, and every direct message lands in the shared inbox as a conversation, next to email, live chat and WhatsApp.
Your team answers Instagram DMs from the inbox they already work in, with the customer's history in view. Labels, assignment and automation rules work the same as on every other channel.
Fynn can answer the routine questions in Instagram DMs too, and hands the conversation to your team when a person is needed.