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Integration • social support inside the same workflow

Instagram DMs Integration (Unify Social Support with )

Handle Instagram DMs like real support: route messages into the same shared inbox as WhatsApp, assign ownership, collaborate, and track escalations with tickets.
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Typical go-live: 2 -5 Days

ShuttlePro connects Instagram DMs to your shared inbox so teams can assign ownership, collaborate, and convert social escalations into tickets—alongside WhatsApp support.

Tickets for Escalations

Why it Matters

Instagram DMs often contain pre-sale questions and post-sale complaints. If DMs stay separate from WhatsApp support, support becomes inconsistent.

✓  Context is lost between Instagram and WhatsApp

✓  Ownership is unclear across shifts and roles

✓  Follow-ups get missed when DMs are “just messages”

Outcome: Unifying channels keeps support consistent.

How it Works

A simple integration setup that brings Instagram DMs into the same support operating layer as WhatsApp.

Depends on WhatsApp setup + integrations

1

Connect Instagram DMs

Connect your Instagram account to ShuttlePro.

2

Route into the shared inbox

Instagram messages appear alongside WhatsApp items in one queue.

3

Assign ownership and collaborate

Use assignments, internal notes, and handoffs to stay consistent.

4

Escalate exceptions into tickets

Track complaints and follow-ups with ticket ownership.

5

Review outcomes (optional)

Use KPIs and audit trails for coaching and accountability (if enabled).

Related: WhatsApp Business API Integration • Ticketing • Audit Trail

Key Features

Instagram support inside a workflow (not “DM chaos”).

✓  Instagram DMs handled inside a unified inbox

✓  Ownership/assignment to reduce missed follow-ups

✓  Internal notes and clean handoffs

✓  Ticket escalation for complaints and exceptions

✓  Consistent support workflow across channels

Designer note: Keep bullets short. Let the screenshot carry meaning.

Use Cases

Practical workflows teams run every day — without losing context between social and WhatsApp.

📨

Pre-sale DM routing

“Price please” inquiries routed to the right owner.

⚠️

Complaint escalation

Instagram complaints escalated to ticketing for follow-up.

🔥

Sale-day DM spikes

Triaged like WhatsApp volume with ownership and queues.

🏷️

Multi-brand pages

Route to the correct queue/store (where configured).

Use Cases

Practical workflows teams run every day — without losing context between social and WhatsApp.

🎫

Tickets + accountability

Instagram DMs connect to the same ticketing + accountability workflow.

💬

Complaint escalation

Built for WhatsApp-first teams, with social channels unified.

🧭

Support-first design

Ownership and follow-up tracking—no marketing fluff.

Also see: Facebook Messenger integration • Email integration • Webchat integration

FAQs

Short answers to common questions customers ask before booking a demo.

Yes—ShuttlePro is designed to unify channels in one workflow.

Yes—ownership and assignment help prevent missed follow-ups.

Yes—escalations and exceptions can be tracked in ticketing.

Is Instagram mainly for marketing or support? Both—many ecommerce teams handle pre-sale questions and complaints in DMs.

Typical go-live is 2–5 days, depending on channel setup and scope.

Want Instagram DMs handled like real support (not lost in DMs)?

Chat on WhatsApp and share your channels + team size—we’ll recommend a rollout plan.
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