Instagram & Messenger

Answer Instagram DMs, story replies, and Facebook Messenger with the same agent — in seconds, at 3pm and 3am. For many businesses Instagram is the storefront.

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The Instagram and Messenger services connect the business's Meta pages and answer DMs with the same brain that runs the chat and the phone. For a med spa or a restaurant, Instagram is the front door — every "how much is this?" answered in seconds from the price list, with a booking link, is a consult that doesn't go to a competitor.

Setup

1
Add the service
Add service → Instagram (or Messenger) inside the business.
2
Connect the page
Authorize the Facebook Page / Instagram professional account. Both services can share one Meta connection.
3
Pick the agent & flows
Choose which agent answers and attach the flows written for this door — DM answers want shorter, faster wording than phone calls.

What lands where

Every DM thread is a conversation in the service's logs, tied to a contact.
Leads captured in a DM land on the board with attribution — the deal card shows "IG DM" as the source.
Escalations ("can I talk to someone?") open help-desk tickets like every other door.

Write an IG-only flow

Flows are channel-siloed on purpose. Give Instagram its own flow — two-line answers, price from knowledge, booking link early — and keep the longer phone scripts on the phone. See Workflows.

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