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Instagram · UCaaS
Turn Instagram interest into a useful conversation.
Someone has seen a product or discovered your service. Bring their direct message into UCaaS so your team can answer with context and agree on the next step.
Instagram inbox
Topic
Product enquiry
Assigned to
Sales team
01 / SHARED INBOX
Instagram is where interest starts. UCaaS is where your team picks it up.
Bring direct messages into the same workspace as your other customer conversations. See which enquiry needs a reply, which colleague owns it and which conversations still need attention.
Explore the unified inbox →Assigned to me
3 conversations
Product enquiry · new
Sara · colour options
Is the olive colour available?
Owner
Sales team
Appointment · waiting
Omar · showroom visit
Can I visit tomorrow afternoon?
02 / CUSTOMER CONTEXT
Answer the question in front of you, with the customer story beside it.
Keep the Instagram conversation connected to the relevant contact. Review earlier exchanges and record preferences so the next reply moves the enquiry forward.
Explore Customer 360 →Does this come in the larger size?
Which size would you prefer? I will check it for you.
Sara Ahmed
Interest
Olive · large
Last enquiry
Delivery to Riyadh
Next step
Confirm availability
03 / TEAM COLLABORATION
A change of colleague should not restart the conversation.
Assign the enquiry to sales, service or bookings. Leave an internal note with what was checked and what remains, so the receiving colleague can continue with a clear responsibility.
Explore conversation assignment →Sales · Reem
↓
Bookings · Khalid
Internal note · visible to the team
The customer chose the large size. Confirm the showroom visit after checking stock.
Conversation owner
Khalid
Status
Follow-up required
04 / QUICK REPLIES
Save the repeated explanation. Personalise the useful answer.
Use saved replies for delivery details, opening hours and service requirements. Choose the relevant response, adjust it to the enquiry and review it before sending.
Explore quick replies →Delivery information
Showroom hours
Booking requirements
Selected reply · delivery
Hello Sara, delivery options depend on your address and the selected item. Share your district so we can confirm the available option.
Review → personalise → send
05 / FOLLOW-UP
Turn an open question into a next step your team can see.
Use conversation labels and status to separate a new enquiry from one awaiting availability, a booking confirmation or a customer reply. Keep the next action visible when the conversation moves between colleagues.
Explore conversation labels →New enquiry
Maha · service details
Sales
In progress
Omar · showroom visit
Confirm appointment
Completed
Faisal · delivery question
Answer confirmed
06 / SERVICE TICKETS
When the message needs a resolution, give the request a case.
A delivery issue or a service complaint needs more than a reply. Keep a ticket linked to the customer, record the issue and follow the responsible team through to a clear outcome.
Explore service tickets →The item arrived in a different colour.
Service request · IG-104
Check the delivered item
Customer
Noura
Responsible team
Customer service
Status
Under review
Next action: confirm the item details and the available resolution.
07 / EVERYDAY USE
Different enquiries. One organised way to handle them.
Explore how the team can move from the customer’s question to a clear next action.
A product question, answered with the right detail.
Keep the selected colour, size and delivery question together before agreeing on the next step.
Is the large size available in olive?
Next action
Check availability → confirm delivery option
A visit request, ready for the booking team.
Collect the preferred branch and time, then pass the agreed details to the colleague handling bookings.
Can I book a showroom visit on Thursday?
Next action
Confirm branch → coordinate the appointment
A service issue, followed beyond the first reply.
Keep the customer’s description with the service request and make the responsible team and status clear.
I need help with the item I received.
Next action
Record the issue → follow the resolution
08 / TEAM VISIBILITY
Know where the work is waiting, then investigate the detail.
Review conversation and team reports with the relevant period and channel filters. Look at the workload alongside the individual conversation before deciding where the team needs support.
Explore reporting and analytics →Channel · Instagram
Period · this week
Team · customer service
Conversation workload
Review the relevant period
Team handling
Find conversations needing attention
Conversation detail
Open the original exchange
09 / CONNECT YOUR ACCOUNT
Prepare the channel around the way your team works.
Start with the eligible Instagram business account and the permissions needed for connection. Then decide who receives enquiries, which saved replies to prepare and how the team follows unresolved conversations.
Talk to the UCaaS team →01 / Account
Confirm account eligibility and access
02 / Team
Choose ownership and permissions
03 / Replies
Prepare recurring answers
04 / Test
Test an enquiry and team handoff
Supported message types and reply availability depend on the connected account and Meta channel rules.
YOUR QUESTIONS
Before connecting Instagram.
Can several employees handle the same Instagram account?
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Give the relevant users access to the channel, then assign conversations and record internal notes so each enquiry has a clear owner.
How do we keep the customer’s earlier questions in view?
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Connect the conversation to the relevant contact and review the earlier interactions before replying. Record preferences and next steps in the customer context.
Can we prepare answers to recurring questions?
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Use quick replies for common information such as opening hours and delivery details. Select the relevant reply and personalise it before sending.
How do we follow a service issue beyond the chat?
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Keep a service ticket linked to the customer, with the issue, responsible team and status recorded. Use the conversation as a reference when following the resolution.
What should we prepare before connecting the account?
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Confirm the business account’s eligibility and required access, decide ownership and prepare the team’s replies. Test a direct message and its handoff before starting daily work.
Which Instagram interactions does this page cover?
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This page focuses on managing supported direct messages for an eligible business account. Available message types and replying conditions follow the connection and Meta’s channel rules.
Explore your other channels.
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Make the next Instagram enquiry easier to follow.
Tell us which account you use and how your team handles product and service questions. We will help you prepare the connection.