One queue
Instagram sits next to WhatsApp and email. Agents do not keep a separate “social” shift in another tab.
Instagram DM inbox
Instagram DMs
in the same inbox as everything else.
A comment turns into a DM. A DM turns into a lead. That lead should not live in one person’s Instagram login. Put it in the team queue, next to WhatsApp and email.
The leak
Most Instagram leads die in a personal inbox.
Clinics, real estate desks, and shops get their best questions in DMs — availability, a listing, a size, a price. The account is usually signed in on one phone. The person who “owns Instagram” is also the person who misses the 9pm message. By morning the lead has booked somewhere else.
InboxBay pulls connected Instagram conversations into the same shared inbox as WhatsApp, Messenger, email, and the website widget. Someone assigns the thread. Someone leaves a note. Someone follows up. That is the product — not a growth hack and not a pretend AI closer.
- 01
The DM arrives
A lead asks about availability, a listing, or an order — in the app they already use.
- 02
Qualify in the thread
Tag the intent, add a note, and keep the conversation in one place instead of a spreadsheet.
- 03
Assign an owner
Route it to the right agent or round-robin the queue so it does not sit unowned overnight.
- 04
Follow up once
Status, saved replies, and the full thread stay with the conversation until it closes.
Same customer
They already wrote you on WhatsApp last week.
People do not stay on one channel. The Instagram DM is often the second or third touch. An omnichannel inbox is how the team sees that, instead of opening a new ticket as if the customer were new.
One owner
Assignment and mentions pull in a specialist without forwarding a screenshot of the DM.
Honest AI
Saved replies help with the daily questions. A robot that closes Instagram leads alone is coming soon — not live.
FAQ
Straight answers
Can the team share Instagram DMs?
Yes. Once Instagram is connected, direct messages land in the same InboxBay queue as your other channels. Assign the thread so a lead is someone’s job.
Do we still use the Instagram app?
Customers still write you on Instagram. InboxBay does not replace Instagram. It gives the team a shared place to work those DMs alongside WhatsApp and email.
What happens to a DM that arrives after hours?
It sits in the shared inbox with a status, not in one person’s notifications. The next agent on shift can see it, the note, and any labels — if someone left them.
Is there an Instagram chatbot that closes leads alone?
Not today. Saved replies and automations (routing, tags, round-robin) are live. AI suggested replies and autonomous answering are coming soon.
Keep reading
Related pages
Turn five inboxes
into one.
Connect your channels. Give the team a single place to answer. Start with the live demo.
demo.inboxbay.work · Login and Start free go to the same workspace