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How Messenger API for Instagram DM works

Good news! The Messenger API for Instagram Is now available to everyone.. At Saysimple we are thrilled about this development. Once we have made the connection with the Messenger API, your agents will be able to simultaneously respond to multiple Instagram Direct Messages (DM’s) within the Saysimple customer communications platform. As a result, your customer service  team will be able to effectively manage your DMs alongside other channels in one unified workspace.

Why Instagram Messaging is the place to be

First of all the popularity of Instagram is apparent among younger generations – an audience that uses the app daily. By being present where customers already are, brands can use Instagram Messaging to deliver a high quality and improved customer experience. When your business is able to respond to potential buyers quickly and in a personal way, it builds trust and loyalty, turning customers into long-term advocates.

Given Instagram’s importance as a place where consumers interact with and discover brands, it’s important for companies to extend their support presence to Instagram as well.

Today’s businesses need to be available on their customers’ favorite channels. The days where clients were only asked to contact you via email or phone are over. You need to be where your client is at, and if your target group is on Instagram, you should be there too. And judging by the numbers, there’s a good chance that they are.

  • Instagram has 1.074 billion users worldwide in 2021
  • 80% of people use Instagram to research products & services
  • 66% of people said the platform helps foster interactions with brands
  • 70% of shopping enthusiasts turn to Instagram for their next purchase

Instagram Messaging - support conversation example

How to provide customer service via the Messenger API for Instagram

For customers, Instagram DM is a popular way to follow and get in contact with a brand. Every month, 150 million people converse  with a business on Instagram through public comments, direct messages and comments on stories.

With the new Instagram Messaging API-features businesses can integrate Instagram messaging with their preferred applications and workflows. Helping them drive more meaningful conversations that increase customer satisfaction and grow sales.

At Saysimple we are currently working to enable this channel for our clients. Soon you and your team will be able to manage all Instagram DMs from within your Saysimple multichannel inbox. Before, customer service teams were always forced to click back-and-forth between their customer service platform and their Instagram DMs to make sure messages were answered on time. This took a lot of effort, time and it was difficult to maintain a clear overview of all communication.

Instead of having to click back and forth between your Instagram app and your customer service platform, you can now manage all your channels in one view. This allows you to keep a clear overview of all your communication. If a customer reaches out on multiple channels at the same time, you can easily spot this and answer them within one platform.


💡 Tip: To manage expectations, we advise you to add details to your Instagram bio about how customers can reach you for advice about products and customer support. And it’s also smart to manage expectations by telling them more about how fast you will respond via Instagram DM.

Apply for Early Access

Adding Instagram to your business messaging is a strategic way to ensure you are where your customers are, too. And, with the Messenger API for Instagram, staying connected to your customers on their favorite social media channel has never been easier.

Do you want to know more on how to interact with your customers on Instagram and manage incoming conversations within our multichannel inbox? Then contact us via livechat or mail to to let us know if you want to enable Instagram Messaging for your business.