Summary

Once you’ve connected your Instagram account to Wati, you can easily view and manage your Instagram Direct Messages (DMs) directly from the Team Inbox module. This guide will walk you through how to access Instagram chats, reply to messages, view customer profiles, and understand chat statuses and expiration rules.

Instructions

Accessing Instagram Chats in Team Inbox

Log in to Wati and navigate to the Team Inbox module using the top navigation menu.
On the left side, you’ll see two tabs: WhatsApp and Instagram. Click on the Instagram tab.
Here, you’ll find all your Instagram DMs, including any test messages you sent after connecting your account.

Replying to Instagram DMs

Replying to Instagram DMs in Wati is simple and seamless:

Click on the chat you want to reply to in the Team Inbox.
Type your message in the chat box and hit Send.

Key Points to Know:

Replies sent from Wati are equivalent to replying directly from the Instagram app. They are sent as private DMs to the customer.
Messages sent from Wati will also appear in the Instagram app and Meta Business Suite.
You’ll see delivery and read statuses for messages sent from Wati (indicated by double ticks and blue ticks).

Viewing Instagram Customer Profiles

When you receive a DM from a customer or prospect, you can view their basic profile information, including:

Username
Name
Profile picture This helps you identify and personalize your responses to customers.

Instagram Chat Expiry Rules

Instagram’s API has specific limitations on how long you can reply to a DM:

For Automated Replies (Assigned to a Bot):

You have 24 hours to reply after the customer’s last message. After this, the chat expires, and you can no longer reply from Wati.

For Human Operators:

You have an extended 7-day window to reply after the customer’s last message. This allows more time to resolve customer queries.

Understanding Instagram Chat Statuses

Instagram chats in Wati can have different statuses, similar to WhatsApp chats:

1. Open

Chats where two-way communication is active.
Any new customer-initiated conversation starts as an Open chat.

2. Pending

Chats where you’ve replied and are waiting for customer feedback.
Helps differentiate between Open chats that need attention and those awaiting customer responses.

3. Expired

Chats that have exceeded the reply window (24 hours for bots, 7 days for humans).
No further action can be taken until the customer sends a new message.

4. Solved

Chats that have been resolved.
- Solved but Not Expired: Can be reopened if needed.
- Solved and Expired: Cannot be reopened until the customer sends a new message.

5. Blocked

Chats marked as spam or blocked by you.
No further communication is possible with blocked contacts.

Frequently Asked Questions (FAQs)

General Questions

What is the Team Inbox in Wati?
→ The Team Inbox is a central module in WATI where you can view and manage messages from different channels, including Instagram DMs and WhatsApp messages.
Where can I find my Instagram DMs in Wati?
- Log in to Wati.
- Navigate to the Team Inbox from the top navigation menu.
- Click on the Instagram tab to view all incoming Instagram DMs.

Replying to Instagram DMs

How do I reply to Instagram DMs in Wati?
- Click on the chat in the Instagram tab within the Team Inbox.
- Type your message in the chat box.
- Click Send to reply.
Will my replies from Wati appear in the Instagram app?
→ Yes, any replies sent from WATI will also be visible in the Instagram app and Meta Business Suite.
Can I see message delivery and read statuses?
- Yes, messages sent from Wati show:
  - Double ticks (✔✔) for delivered messages.
  - Blue ticks (✔✔) for read messages.

Customer Profile Information

What customer information can I see when receiving a DM?
- You can view:
  - Instagram username
  - Name (if provided)
  - Profile picture
Can I edit or add more details to a customer's profile in Wati?
→ No, Instagram’s API only provides basic profile details, and you cannot edit them within WATI.

Instagram Chat Expiry Rules

How long do I have to reply to an Instagram DM in Wati?
- For Automated Replies (Bots): 24 hours from the customer’s last message.
- For Human Operators: 7 days from the customer’s last message.
What happens when a chat expires?
→ Once the reply window expires, you cannot send any further messages unless the customer sends a new message first.

Chat Statuses in Wati

What are the different chat statuses in Wati for Instagram DMs?
- Open: Active conversations where messages can be sent and received.
- Pending: Awaiting a customer response after a reply has been sent.
- Expired: The reply window (24 hours for bots, 7 days for humans) has closed, and no further messages can be sent.
- Solved: The conversation has been marked as resolved.
  - Solved but Not Expired: Can be reopened if needed.
  - Solved and Expired: Cannot be reopened until the customer sends a new message.
- Blocked: The chat has been marked as spam or blocked, and no further messages can be exchanged.
Can I reopen a solved or expired chat?
- Solved but Not Expired: Yes, you can reopen it and continue the conversation.
- Expired Chat: No, unless the customer sends a new message.
What happens if a customer blocks my business on Instagram?
→ If a customer blocks you, the chat will be marked as Blocked, and you won’t be able to send or receive messages from them.