Guide
As DM volume grows, you need the right person on each chat. Here's how to route Instagram conversations to your team automatically.
Connect Instagram to Defuser AI's unified inbox so the whole team can see and handle conversations.
Invite team members and set roles so people only see what's relevant to them.
Assign conversations by topic, keyword or channel — sales to sales, support to support — automatically.
Use auto-replies and Talksy to resolve routine messages before they ever reach an agent.
Add internal notes and tags so handoffs carry context and nothing is repeated to the customer.
Monitor analytics to balance load and keep response times fast across the team.
Yes. Routing rules can assign conversations by topic, keyword or channel so the right agent picks up each chat.
Assignment, roles, tags and internal notes in the unified inbox keep conversations organized and prevent double-handling.
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