Answer Instagram DMs from the same inbox as WhatsApp
A shopper who asks on Instagram and follows up on WhatsApp is one person, and they expect you to know that. Both channels land in the same queue against the same contact record.
How this connects
Part of Watx. Connect it in settings and nothing else is required.
Instagram and Watx, together.
- Instagram DMs in the shared team inbox alongside WhatsApp and web chat
- The same assignment, status and full contact history on every conversation
- One contact record per person, however many channels they use
- AI agents and automations reach Instagram conversations too
Four automations that earn their keep.
-
When
A DM arrives out of hours
Then
An AI agent answers from your own material and escalates anything it should not attempt.
-
When
The same person messages on WhatsApp later
Then
It is the same contact, with the Instagram thread already in their history.
-
When
A DM turns into a sale
Then
It becomes a tracked deal on a pipeline, attributed to the channel it came from.
How to connect it.
About ten minutes, no code.
- 1 Open Settings and connect the Instagram channel.
- 2 Sign in with the account that manages the Instagram professional account.
- 3 Confirm the page and account to link.
- 4 Messages start arriving in the shared inbox immediately.
Instagram, answered.
Does it need an Instagram professional account?
Yes — a professional (business or creator) account connected to a Facebook page, which is Meta’s requirement rather than ours.
Do old Instagram DMs come across?
No. The inbox fills from the next message onward, exactly as it does on WhatsApp.
Often set up alongside
Not sure it will fit?
Tell us what Instagram has to talk to and we will say plainly whether it works today, needs a developer, or does not exist yet.