Answer Instagram and Facebook messages
Where Instagram direct messages and Facebook Messenger chats appear, who answers them, and Meta's 24-hour and 7-day reply windows.
Who can use this
OwnerCompany adminDepartment managerHRMemberRequirements
- Instagram connected
- Facebook Page connected
- Agent of a WhatsApp, Instagram or Facebook channel
When your company connects its Instagram account or Facebook Page, customer messages arrive in Dromix as chats. The people your Company admin chose answer them from Chats.
These chats pass through Meta and are not encrypted, unlike chats between colleagues.
Who answers
Only people on the access list of that channel see its chats, Company admins included. A Company admin adds people in Company admin → Sales & integrations → Integrations → Instagram (or Facebook) → Access. Everyone on the list is a channel agentChannel agent A person chosen to answer a WhatsApp, Instagram or Facebook channel. Channel agents get CRM access automatically. and gets CRM accessCRM access Permission to open Leads, Contacts, Companies and the Deals board. Owners and Company admins always have it; other people get it through their department, a personal grant, or access to a messaging channel. automatically.
Find customer chats
- Open Chats and select the Instagram or Facebook tab above the list.
- Narrow the list with All, Assigned to me, Unassigned or Archived.
A customer who writes for the first time also shows up as a leadLead A new enquiry that has not been qualified yet, for example a WhatsApp message, a web form or an imported row. You work a lead and then convert it into a deal or dismiss it. in Leads. Take, assign and finish conversations the same way as on WhatsApp: Take it, Assigned to, Mark done and Reopen. See Answer WhatsApp customers.
Reply windows
Meta has its own rules for when a business may reply:
| Since the customer's last message | What you can do |
|---|---|
| Less than 24 hours | Reply freely. Dromix shows Window open until … |
| 24 hours to 7 days | Reply as a person (Meta's human agent window). Dromix shows Human-agent window until … |
| More than 7 days | You cannot reply until the customer writes again |
Unlike WhatsApp, Instagram and Facebook have no templates: you can never write first to someone who has not messaged your account.
Need an internal note? Reply in thread on the customer's message. Thread replies stay inside Dromix and are not sent to the customer.
Customer details
Select Customer info in the chat to see and edit the customer: Name your team uses, Company, Email, Assigned to and Notes.