Review and reply to Instagram direct messages

View direct messages from Instagram and respond directly from HubSpot's social tool. Managing direct messages in your social inbox helps you track social activity and communicate with your audience, without switching platforms. For example, when a follower sends you a direct message through Instagram, you can reply to the message, assign the interaction to a CRM contact, and manage the interaction alongside your other social activity.

This feature is available for Instagram only. 

Before you get started

Before you begin managing direct messages, review the following requirements, limitations, and considerations. 

Requirements

• To manage your social direct messages from HubSpot, the Allow access to messages option in your Instagram settings must be turned on. 
• If you have any existing connected Instagram accounts, you must disconnect and reconnect those accounts to authorize this feature. 

Limitations & considerations

• When connecting or reconnecting your Instagram account to HubSpot, only direct messages from the last 7 days will be retrieved.

• When reviewing your Instagram direct messages in HubSpot, the 200 most recent messages for each thread will appear. The full thread can be reviewed directly on Instagram. 
• In the social tool, only incoming direct messages and messages with replies are displayed. If you send an outgoing direct message, it will not be available in the social tool until the recipient replies.

Review and reply to Instagram direct messages

1. In your HubSpot account, navigate to Marketing > Social.
2. At the top, click the Reply tab.
3. In the left sidebar menu, under All activity, click Direct messages. 

4. At the top, you can filter your DMs using the following: 

4. • Accounts: filter by your connected Instagram accounts. 
   • Statuses: filter by status. This includes Read, Unread, Replied to, Saved, and Archived. 
   • Date range: filter by the date the last message was sent. 
5. In the left panel, review a list of Instagram DMs. The DMs are sorted based on the time the message was received, starting with the most recent message received. The message preview includes the following details:
   • The name of the Instagram user who started the conversation.
   • The account the DM was directed to. 
   • The time stamp of the last received message on the thread. 
   • An icon to indicate which social network the DM is from.
6. To review and reply to a message, click the DM in the left panel. 
   • To review the Instagram user, at the top, click View profile. 
   • To reply, at the bottom, enter your message and click reply. 
   • In the top right, click Actions and select from the following: 
     • Assign CRM contact: associate an existing contact or create a new contact from the Instagram DM. Learn more about associating and creating contacts from social interactions. 
     • Save: mark the DM as saved. The DM will appear in the Saved folder.

4. • • Archive: archive the DM. The DM will no longer appear in your inbox but will still be available in the Archived folder. 

4. • • Move to spam: mark any suspicious DMs as spam. Users will be able to review all marked comments in the Spam folder. 

• • • Mark as unread: mark the DM as unread.