Instagram DM

overview instagram direct message (dm) integration enables the contact center to handle private, one on one conversations with customers through instagram it's a key channel for brands that use instagram for sales and customer engagement to provide personalized support how it works after connecting the company's instagram business account to the platform, incoming dms are automatically converted into tickets and assigned to agents agents can manage these conversations from their primary desktop, responding to customer questions, resolving issues, and providing information within the familiar instagram messaging interface use cases social commerce a customer sends a dm to ask about the price and availability of a product featured in an instagram story order support a user dms the company with a picture of a damaged item they received to initiate a return influencer management a marketing team uses the integrated dms to manage conversations with influencers and brand partners benefits drives social sales allows sales agents to directly answer product questions and guide users to a purchase within a key sales channel personalized support offers a direct and private line to customers for resolving issues or answering account specific questions efficient management prevents dms from getting lost in the native app by routing them through a structured ticketing system