Superchat allows you to manage your Instagram messages alongside your other channels within your inbox. This article explains more precisely what else is and isn't supported when using Instagram in Superchat.
Inbox
Once you've connected an Instagram channel, all Instagram messages appear in your Superchat inbox alongside your other channels.
With an Instagram channel, the inbox always shows whether a message came from a Direct Message, a story reply, or a comment — so your team always knows how a customer engaged with you via Instagram. It should be noted, however, that on the Instagram channel in Superchat, you will always respond via dm.
Automations
Instagram supports two triggers in Superchat automations:
Story replies — when a customer replies to one of your Instagram stories, this can trigger an automation where you contact them via dm
Comment replies — when a customer comments on one of your Instagram posts, this can trigger an automation
What is not supported
The following Instagram features are not available in Superchat:
Outbound messaging
You cannot start a conversation with a customer outside of the 7-day-window. This means that the customer needs to have either commented, replied to a story or directly messaged you in order for you to engage with them.
In short: you cannot instigate conversation on Instagram and can only engage with customers if they have contacted you within the last 7 days.
Instagram campaigns
Unlike WhatsApp, it is unfortunately not possible to send out campaigns on Instagram.
Posting, stories, or any other Instagram features beyond messaging
Unfortunately it is not possible to post to Instagram via Superchat.