Answer Instagram DMs from the same inbox as email
Connect the Facebook Page linked to your Instagram professional account and DMs arrive as conversations in Hobson. Drafts are kept short for chat, with the order looked up like any other channel.
What Hobson does with Instagram
- DMs as conversations
- Each Instagram thread becomes a conversation, with the customer’s history from every other channel alongside it.
- Short, chat-style drafts
- Hobson writes shorter replies for messaging than for email.
- The 24-hour window, handled
- Inside 24 hours of the customer’s last message, replies send normally. For up to 7 days a person can still reply. After that Hobson falls back to email if it knows one.
- A warning before it closes
- Conversations show a warning four hours before the reply window closes.
Set it up
Your Instagram account needs to be a professional (business or creator) account linked to a Facebook Page.
- 01
Open Settings › Instagram & Messenger
Choose Connect and sign in with Facebook.
- 02
Pick your Facebook Page
Choose the Page linked to your Instagram professional account. Instagram comes with it.
- 03
Send a test DM
Message your account from another profile and check it arrives in Hobson.
What Hobson asks for
- instagram_manage_messages
- Receive Instagram DMs and send approved replies.
- pages_messaging
- Receive and send messages for the connected Page.
Questions
Put Hobson on duty.
Connect your inbox in a few minutes. Hobson drafts, you approve, and nothing reaches a customer until you say so.