The new Instagram integration enables you to manage customer interactions efficiently by converting instagram direct messages and comments into support tickets. Agents can respond to Instagram inquiries directly from the helpdesk, ensuring seamless communication without switching platforms.

With this integration, you can:

• Convert DMs into Tickets: Customer messages automatically create tickets, and agent replies are sent as Instagram messages.
• Convert Comments into Tickets: Instagram post comments become tickets, and agent replies are sent as Instagram responses.
• Sync Conversations Both Ways: Replies from Instagram update helpdesk tickets, keeping conversations up to date.
• Message Redaction: Unsent messages are automatically removed from the ticket to ensure data consistency.

For more details and setup instructions, visit our knowledge article