Chat manages the Direct Message conversations from Instagram.
Image 1: Basic Conversation UI
Step 1, select a user and you can see your conversation with this user. Step 2, click More Details and then a user detail section pops up from the right. Step 3, you can see a unique User ID, Email, Phone, Platform and Username with the section. Step 4, reply the user with text or upload an image by clicking the image icon. There are two tabs under the text field: Reply and Private Note. If you want to send a message to the user, keep Reply tab selected. If you want to make a note for internal record without letting the user know, switch to Private Note. Click Send to send out the message.
Remark: Personal information including Email and Phone can not be solicited from Instagram officially at the moment. The default information is dummy only.
All conversations fall into either of the two status: Open / Bot. Open represents only human reply to the user is allowed. Bot represents bot reply is enabled, although human intervention is also allowed.
It is an intuitive human-A.I. hybrid conversation solution. When you find chatbot reply is insufficient to satisfy users' enquiries, you can intervene any time by pausing the chatbot from handling a conversation from a specific user.
Bot is the default status. Assign user status as Open when you want to handle the conversation manually uninterrupted by bot auto reply.
Image 2: Assign user status
To assign a specific user's status, click on the human icon at the top right hand corner, then assign to a teammate.
Image 3: Assign users as Open in bulk
Image 4: Assign users as Bot in bulk
Alternatively, to assign users' status in bulk, you can select users by clicking on their icons. Next, for switching users from Bot to Open, refer to image 3 and click the human icon at the top. As for switching from Open to Bot, refer to image 4 and click the resolve button at the top.