As social media is gaining more and more popularity, Instagram Direct Messages (DMs) is becoming a major channel for customer support. Connect your Instagram DMs channel to your Re:amaze account to send and receive Direct Messages, as well as reply to story mentions, directly from your inbox!
Connecting Your Instagram DMs Channel
Before connecting your DMs channel, you'll want to ensure that you have allowed access to messages on Instagram. To double check if this has already been set, open the Instagram app and go to Settings > Privacy > Messages > Allow Access to Messages.
Once you've confirmed that you've enabled this setting, you can begin connecting your Instagram DMs channel.
Go to your Re:amaze account Settings > Channel Settings > Social Channels > Add Social Channel. Select Connect Instagram Direct Messages from the dropdown menu.
Log into your Facebook account using the Admin credentials of your Facebook Page. Then select the Instagram Business Account(s) that you would like to connect to Re:amaze.
It's required to connect your account as the Facebook Page admin and allow full permissions to Re:amaze. You may experience difficulties with this social channel if otherwise.
Once you've allowed full permissions, click Done.
You'll then be redirected back to Re:amaze to select the brand you'd like to connect the social channel to as well as which Instagram Business Account(s) you'd like to set up.
After setting the brand and selecting the Business Instagram account, click Done.
Congratulations, you've successfully connected your Instagram DMs channel! You'll begin seeing your Direct Messages arriving into your Re:amaze inbox, and you'll be able to reply to customers immediately.
The Instagram DMs channel will allow you to receive and respond to Direct Messages directly from your Re:amaze inbox. Direct Message requests will also be imported into your inbox, so there's no need to approve these requests directly from your Instagram mobile app.
You'll also be able to view and reply to Instagram stories where your business account has been mentioned. Keep in mind that we do abide by Instagram's 24 hour story limit, and we will not be able to display stories after the story has expired.
Similar to the Facebook channel, the Instagram DMs integration will now allow you to private reply to public comments on your organic Instagram posts. Due to their limited API, private replies is not supported for comments on ad posts.
Message reactions and disappearing messages (photos and videos) are not currently supported in this integration due to Instagram's limited API -- these are only accessible directly from the Instagram app itself.
Re:amaze also supports filtering direct messages by type, so you can quickly sort and filter your Instagram DMs by Direct messages, Post Shares, Story Messages, and Vanishing Messages.
To filter your Instagram DMs, simply create a new workflow and configure your "if" and "then" conditions. For example, in the screenshot below:
- When any customer message arrives
- And the message channel is Instagram DMs
- Then assign conversation to sales
Using these condition options in your Workflow gives you the flexibility to automatically tag different DM types, or have them routed to a specific team member or department.