# 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.

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](/docs/crm/contacts).
- Leads captured in a DM land on the [board](/docs/crm/overview) with attribution — the deal card shows **"IG DM"** as the source.
- Escalations ("can I talk to someone?") open [help-desk tickets](/docs/helpdesk/overview) 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](/docs/workflows/overview).