Capabilities and limitations
Learn which Instagram conversation features DoubleTick supports and the limitations that apply.
Before you rely on Instagram as a support or sales channel, it helps to know exactly what DoubleTick can and can't do with it. Here's the full picture.
What's covered
Capabilities
Once your Instagram account is connected, here's what becomes available to you:
All incoming messages from your Instagram inbox automatically reflect in your DoubleTick conversation panel, so you can read and respond directly from DoubleTick.
You can respond using text, images, audio, video, and PDFs. To send media, click the attachment icon at the bottom of the conversation window and select the type you want to send.
You can use Quick Replies in Instagram chats too. Type / in the message box, select your saved reply, and send it — the same shortcut you already use on WhatsApp.
You can assign the conversation to any agent on your team.
You can add internal notes to the chat, visible only to your team, useful for context or instructions for other agents.
You can add tags to categorize and organize conversations for easier tracking and reporting.
You can add information in custom fields to the customer's profile directly from within the chat.
You can mark the conversation as done once it's resolved, keeping your inbox organized and your team's workload clear.
Supported media formats and size limits
Audio
mp4
25MB
Image
png, jpeg
8MB
Video
mp4
25MB
File
25MB
Limitations
There are a few limitations to keep in mind when using Instagram on DoubleTick:
You can't initiate a new conversation from DoubleTick. Only messages that customers send to your Instagram account will appear in DoubleTick — you can then reply from within DoubleTick.
You can't send templates on Instagram conversations.
You can't send media using the View Once option. All media sent through Instagram conversations on DoubleTick goes as a regular message, not view-once.
Instagram media messages don't support captions. This is a platform-level restriction, so media sent through Instagram continues to follow Instagram's native behavior — it doesn't carry a caption, regardless of the channel it's sent from.
You can't initiate a conversation from your Instagram app and expect it to appear on DoubleTick. For example, if you message a contact from the Instagram app directly, it won't show up in DoubleTick. A conversation only becomes visible on DoubleTick once the other person replies.
Key takeaways
You can fully manage inbound Instagram conversations from DoubleTick — reply, assign, tag, note, and close them.
Quick Replies now work on Instagram chats too — type / to pull up your saved replies.
Supported media on Instagram conversations are audio, image, video, and PDF files, each with its own format and size limit — and media sent via Instagram doesn't support captions.
Templates and View Once media aren't supported on Instagram conversations.
You can't start a new Instagram conversation from DoubleTick or from the Instagram app itself — a conversation only appears once the customer replies.
Frequently asked questions
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