Instagram Direct Messages (DM)
Instagram Direct Messages (DM) – Squarebox Documentation
1. Overview
Squarebox integrates with Instagram Direct Messages (DMs), allowing businesses to manage all customer conversations in one place. Instead of switching between apps, your Instagram DMs flow directly into Squarebox Chat, where your team can reply instantly.
This ensures:
No missed customer queries from Instagram
Faster response time to leads and prospects
A single, centralized communication hub for all channels
2. Current Features (Available Now)
Centralized Inbox
All Instagram DMs appear directly inside Squarebox’s Chat dashboard
Messages are tagged as Instagram so you can easily identify their source
Real-Time Replies
Respond instantly to Instagram messages from within Squarebox
Replies sync back to Instagram immediately, so the customer receives them in the Instagram app
Note: Advanced features like automation, templates, and analytics are under development and will be released in future updates.
3. Connecting Instagram with Squarebox
Follow these steps to enable Instagram DMs in Squarebox:
Navigate to Settings → Integrations
Select Instagram from the integrations list
Log in using your Instagram Account credentials
Grant all permissions required for messaging access
Once connected, you’ll see Instagram listed under Active Integrations
From now on, all new Instagram DMs will appear in Squarebox Chat automatically
Tip: If messages are not syncing, check if the Instagram account is correctly linked to Facebook, and permissions are enabled.
4. How Instagram DMs Work in Squarebox
Here’s what happens when a customer sends you a DM:
Customer sends a message on Instagram
The message appears instantly in the Squarebox Chat Inbox
A team member can reply directly from Squarebox
The response is delivered back to Instagram in real-time
Additional details:
Unread Messages: All new/unread DMs are highlighted until opened
Message Source: Each chat shows the channel (Instagram) for clarity
Continuous Sync: Any action in Squarebox reflects on Instagram immediately
5. Benefits of Using Instagram DMs in Squarebox
Faster lead engagement → Reply to prospects instantly without switching apps
Team collaboration → Multiple agents can handle queries from the same inbox
Customer satisfaction → Quick responses build trust and brand loyalty
Centralized support → Manage WhatsApp, Instagram, and other chats in one place
6. Example Use Cases
A student queries course details via Instagram DM → Counsellor replies in Squarebox
A customer asks about product availability → Sales team responds instantly
A prospect engages after seeing your ad → Marketing team follows up directly
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