How Instagram DM Works¶
Instagram DM lets customers who message your Instagram Business Account talk to your agents directly from Daktela. Before you set it up, it helps to understand the pieces involved and how a chat travels through them β each piece is set up on a different screen in Daktela, but they only work together.
When you are ready to build, follow Set Up Instagram DM β it takes you through all the steps in the right order.
Info
This channel handles Instagram direct messages. Comments on your Instagram posts are handled separately by the Social Media queue β see How Social Media Works.
The Journey of a Chat¶
- A customer sends a DM to your Instagram Business Account. Daktela receives it through a connector β a routing authorised via the Facebook page connected to your Instagram account.
- The connector sends the chat to its Next destination β usually a time condition that checks your business hours.
- During business hours, the chat lands in a queue, which rings your agents according to its distribution strategy. An agent accepts the chat and talks to the customer.
- Outside business hours β or when no agent answers in time β the chat is routed to a terminate target, which can log the chat as missed so you can follow up.
- Optionally, you can insert automessages or a decision tree/chatbot anywhere in the chain.
The Building Blocks¶
| Building block | What it does | Where to set it up |
|---|---|---|
| Connector | The link between your Instagram Business Account and Daktela, authorised via the connected Facebook page. Its Next destination starts the routing chain. | Settings β Routings β Instagram DM |
| Time condition | Routes the chat to different targets depending on date and time, using a time group. | Settings β Routings β Instagram DM β Time conditions |
| Queue | Holds waiting chats and distributes them to agents according to the distribution strategy. | Settings β Routings β Queues |
| Agents | The users whose rights have access to the queue. | Settings β Routings β Queues, Agents column |
| Terminate | Defines how a chat ends and whether it counts as answered or missed. | Settings β Routings β Instagram DM β Terminate |
| Automessages | Automatic messages sent to the customer while they wait. | Settings β Routings β Instagram DM β Automessages |
| Decision tree | Daktela's built-in chatbot. | Settings β Routings β Instagram DM β Decision trees |
| Chatbot | A connection to a third-party chatbot. | Settings β Routings β Instagram DM β Chatbots |
Info
Changes to connectors, time conditions, automessages, decision trees, chatbots and terminate targets only take effect after you click Apply configuration changes in the top right corner of the routing overview.
Before You Start¶
- Administrator access to the Settings section of Daktela.
- An Instagram Business Account (Creator accounts don't work with Daktela) connected to a Facebook page you administer, with message access allowed β the setup guide walks you through this.
- Your business hours β when the chat should be online.
- A list of agents who will answer chats.
Ready? Continue to Set Up Instagram DM.