# Instagram Capabilities and Limitations on DoubleTick

#### <mark style="color:$primary;">**Capabilities**</mark>

<figure><img src="/files/QQLlg7piCtQoaoXqT9bg" alt=""><figcaption></figcaption></figure>

Once your Instagram account is connected, here is what becomes available to you:

1. All **incoming messages from your Instagram inbox will automatically reflect in your DoubleTick** conversation panel. You can then read and respond to those conversations directly from DoubleTick.
2. You can respond to Instagram messages 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 of media you want to send — image, audio, video, or PDF.
3. **Assign the conversation** to any agent on your team.&#x20;
4. Add **internal notes** to the chat. Notes are visible only to your team and are useful for leaving context or instructions for other agents.
5. Add **tags** to categorize and organize conversations for easier tracking and reporting.
6. Add **information in custom fields** to the customer's profile directly from within the chat.
7. Mark the **conversation as done** once it has been resolved. This helps keep your inbox organized and your team's workload clear.

#### <mark style="color:$primary;">**Limitations**</mark>

There are a few limitations to be aware of when using Instagram on DoubleTick:

1. You **cannot initiate a new conversation** from DoubleTick. Only messages that your customers send to your Instagram account will appear in DoubleTick. You can then reply to those messages from within DoubleTick.
2. You **cannot send templates** on Instagram conversations.
3. You **cannot send media using the View Once option**. All media sent through Instagram conversations on DoubleTick will be sent as regular messages, not as view-once media.
4. You also **cannot initiate a conversation from your Instagram account directly and expect it to appear on DoubleTick**. For example, if you open your Instagram app and send a message to a contact, that message will not show up in DoubleTick. The conversation will only appear in DoubleTick once the other person replies to your message. In other words, a conversation becomes visible on DoubleTick only when there is an incoming reply from the other side.


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