Instagram Capabilities and Limitations on DoubleTick

Capabilities

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.

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.

Limitations

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.