Instagram Direct Message
Allows businesses, using Expertflow CX, to connect with their customers and manage conversations initiated through Instagram DM.
Limitations
See Instagram Limitations for what is not supported.
Channel Capabilities
Text Message
Enables the business to send and receive text messages.
File Transfer
Allows sending and receiving media messages, including:
Media Type | Instagram Supported Formats | EFCX Supported Formats |
|---|---|---|
Audio |
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Image |
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Video |
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File | Supported only as a shared link or a preview | Supported only as a shared link or an attachment preview |
Max File size: 25MB (depends on media type and Instagram limitations)
Audio Message
Inbound audio messages are functioning however, Outbound Audio is not functional due to format incompatibility. Although it provides support for the transfer of audio files. See: CIM Media Messages → Audio Message Format
File Message
Instagram has limitations around file attachments. Instead, customers may share cloud storage links. Agent-side file sharing is supported.
Image Message
Supports sending and receiving images. To view supported types and format requirements, see CIM Media Messages → Image Message Format
Video Message
Allows sending and receiving videos via Instagram DMs. Format and size requirements apply. For details, refer to CIM Media Messages → Video Message Format
Support Emojis
Supports sending and receiving emojis.
Send a Quoted Reply
Enables agents to reply to a specific message using a quoted format. The quoted message is visually distinct, and reply context is maintained in the chat history.
Send URL
Converts valid URLs into clickable links within messages. These are processed in the same format as supported audio files. See: CIM URL MESSAGE
Button Messages
Supports Quick Replies, allowing businesses to present customers with a set of predefined response buttons below a message. When a customer selects a quick reply, the response is sent to the agent, and the reply options disappear.
