Conversations in a unified workspace
Manage connected Instagram messages from the same inbox used for other channels.
Meta
Available now
Manage Instagram messages with your team
Manage connected Instagram messages from the Message Pro inbox with assignment, customer context and the AI configured for your account.
Message Pro Omni
Conversations in a unified workspace
Manage connected Instagram messages from the same inbox used for other channels.
Team assignment
Identify the conversation owner and transfer it across teams or teammates according to permissions.
Context and organization
Use available history, data and labels to understand the customer and organize follow-up.
Intelligent replies and actions
Enable customer-configured AI to reply, update data, perform actions and hand off to people.
Inside Message Pro
What do you get with Instagram?
When Instagram conversations reach the workspace, the team can handle them alongside other channels instead of switching accounts and losing the full customer picture.
Team assignment
Identify the conversation owner and transfer it across teams or teammates according to permissions.
Context and organization
Use available history, data and labels to understand the customer and organize follow-up.
Intelligent replies and actions
Enable customer-configured AI to reply, update data, perform actions and hand off to people.
Less account switching
The team manages the channel from the shared workspace.
Consistent follow-up
The team uses the same assignment and status model across channels.
AI configured for the job
Knowledge, instructions, actions and handoff rules are defined for each customer.
Connection path
From the Instagram account to the team inbox
Prepare the Instagram account and connected Meta account
Grant the required connection permissions
Define teams and follow-up rules
Test messages, then start operating
Connection requirements
Connection depends on the account type and available Meta permissions. External messaging scope, features and limits are governed by channel policies and account configuration.
AI agent
AI inside Instagram conversations
The agent can reply using configured knowledge and instructions, update customer data, perform permitted actions, and hand the conversation to a teammate with its context.
Automated replies using configured knowledge
Customer data updates
Permitted actions and integrations
Human handoff with context
Knowledge, instructions, permissions, actions and handoff rules are configured for each customer.
Other channels