Instagram Best Practices
  • 14 May 2022
  • 1 Minute To Read
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Instagram Best Practices

  • PDF

Set up multiple Instagram accounts

You can have multiple accounts to suit your business needs. You can route the second or even third account to the same Inbox, a different Inbox, or by creating a new Inbox—It's up to you.

See Add Instagram as an Entry Point to link another account to Gladly.

Activate Stories

Upon connecting Instagram to Gladly, unlike Instagram Direct Messages, Gladly doesn't automatically convert Story @mentions to Conversations (as long as their Instagram is public) due to the nature of Stories, with the possibility of hundreds — if not, thousands — of Conversations created. Of course, this depends on how often your Customers @mention your company. So before you ask Gladly Support to allow Stories to create Conversations, be conscious of the possible number of Conversations you may receive.

Stories and Direct Messages route to the same Inbox

You can't direct Direct Messages and Stories to separate Inboxes. 

  • If you want to try and respond to Stories, you'll need to set a short SLA (under 24 hours), but doing so will also affect SLA for Direct Messages. Remember that even though Stories expire in 24 hours, they are still routable and affect SLA until responded to or closed.
  • If your main goal is to answer Direct Messages first, you still have to set an SLA under 24 as messages (as required by Facebook) must be responded to in 24 hours.

Route Stories and Messages to a general/existing Inbox

You can point messages and @mentions to an existing Inbox. You don't necessarily have to create a new Inbox for them.

Set SLAs and Inbox for Direct Messages and Stories

How you set SLAs depends on how you decide to route Direct Messages and Stories to an Inbox. If SLA is not set on the Entry Point, then the SLA for the Inbox used for Instagram is followed. Remember that even though Stories expire in 24 hours, they are still routable and affect SLA until responded to or closed.

Manage Expired Stories

@mentions from Stories also create a Conversation in Gladly. But unlike Direct Messages, which don't expire, Stories do in 24 hours. Because expired stories waiting in an Inbox are still routed to an Agent, we suggest coming up with a best practice/policy on managing expired Stories.


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