FAQs and Best Practices

FAQs

Why don't all Instagram mentions get received in Inbox?

If the customer that mentions your page has set their profile to private and does not follow you then you will not be notified of the mention

When someone comments on my Instagram post when will a conversation be created in Inbox?

If you have setup an Instagram comment channel, and someone adds a new top level comment to the post a new ticket will be created in Inbox. Any replies you send from Inbox will be sent as replies to this comment.

If the user also replies to the same top level comment this will be added to the existing conversation in Inbox. If the same user (or another user) add another top level comment to the post a second conversation will be opened

What is the difference between an Instagram comment and an Instagram mention?

Instagram comment

When your business posts something on Instagram and your customer comments on a post you will receive this as new conversation from the Instagram comments channel in Inbox AI. You can then reply to this comment from Inbox as your Instagram business page.

Even if the customer includes @yourbusiness in the comment, this will still be received as an Instagram comment (not mention).

Any replies to the original comment, will be included in the existing conversation.

Instagram mention

When another Instagram user or business posts something on Instagram; for example "I need a recommendation for a <product>" and someone then comments "Check out @yourbusiness they have loads of great <products>" you will receive this as a new conversation in Inbox AI. You can then reply to this mention from Inbox as your Instagram page.

Any replies to the original comment, will be included in the existing conversation.