Instagram, Messenger and WhatsApp in one team inbox
Instagram and Messenger direct messages land in the same inbox as WhatsApp, for the same team to answer. You connect a Facebook Page for Messenger, and the Instagram professional account linked to that Page, from RelayPlus settings.
Connect a Facebook Page and its Instagram professional account
You connect a Facebook Page for Messenger, and the Instagram professional account linked to that Page, from RelayPlus settings. A Page's Messenger, or its Instagram account, can be connected to only one RelayPlus workspace at a time.
Answered in the same inbox as WhatsApp
Instagram and Messenger direct messages land in the same inbox as WhatsApp, for the same team to answer, and their conversations are assigned and solved in the same way as WhatsApp ones. Instagram conversations show the customer's Instagram username when Meta shares it.
Keyword replies and default replies also answer Instagram and Messenger messages, though a reply that sends a template is skipped on Instagram and Messenger.
Photos, video and voice, and what differs from WhatsApp
Photos, video and voice messages come through both ways on Instagram and Messenger, and files on Messenger too.
Messages you send on Instagram and Messenger show as sent; RelayPlus does not show delivered or read for them. Quoted replies and emoji reactions are available on WhatsApp conversations only.
The 24-hour reply window
Instagram and Messenger use a 24-hour reply window measured from the customer's last message, shown just as it is for WhatsApp.
Questions people ask
Can my team answer Instagram DMs and WhatsApp in one inbox?
Yes. Instagram and Messenger direct messages land in the same inbox as WhatsApp, for the same team to answer, and their conversations are assigned and solved in the same way as WhatsApp ones.
What do I need to connect Instagram and Messenger?
A Facebook Page for Messenger, and the Instagram professional account linked to that Page. You connect them from RelayPlus settings.
Can I reply to an Instagram message after 24 hours?
Instagram uses a 24-hour reply window measured from the customer's last message. Once it closes, you wait for the customer to write again.
Can I send photos and voice messages on Instagram and Messenger?
Yes. Photos, video and voice messages come through both ways on Instagram and Messenger, and files on Messenger too.
Do broadcasts reach Instagram and Messenger contacts?
No. Broadcasts go to WhatsApp contacts only; Instagram and Messenger contacts in a segment are left out.
Can a Page's Messenger be connected to two workspaces?
No. A Page's Messenger, or its Instagram account, can be connected to only one RelayPlus workspace at a time.
See it on your own number.
Book a demo at a time that suits you, or start a free trial and connect your WhatsApp number.