Workflow Action: Instagram DM

In the article you will learn how to set up the Workflow Action: Instagram DM

Please Note: You will need to have integrated Facebook and Instagram for this to work.

Step 1: Start a new workflow or edit an existing one

• Navigate to Automation > Workflows and create a new workflow or edit an existing one.

Step 2: Set up applicable Workflow Trigger(s). We have multiple articles available to explain the setup of each of the Workflow Triggers. Feel free to review our articles on these for more information on setting these up.

Step 3: Setting up the Instagram DM action

• Click on the “+” symbol below the trigger to add an action.

• Under Actions, select Instagram DM in the External Communications section of the Actions Menu or use the search feature. Upon selection, the Action setup menu will appear

• (Optional) You can change the workflow builder display name of this action using the textbox below Action Name. Note that this will only affect the display name within the workflow builder and has no other impact on the content or functionality of this Workflow Action.

• You also have the option to use a previously created template for this action
• In the message drop you can select any of the custom values that apply to your specific needs (see below)

• For Example, I selected the custom field Contact>First Name & Contact>Last Name; this will automatically populate the contact's First and Last name in the Messenger
• Press Save Action in the bottom right corner

Step 4: Press Save in the top right corner of your browser to save the workflow

• If your Workflow is ready to be enabled, make sure the toggle switch under Save is set to Publish

• Be sure to test your Workflow to ensure it is set up correctly using the Test Workflow button next to the Publish toggle switch. 
• For an in-depth overview of Workflow Testing see our article, “Using the Testing Features in Workflows”

Please Note:
This action should only be used to send DMs to contacts who have messaged your Instagram account within the last 24 hours.

• If the "Instagram Comment(s) on Post" workflow trigger is used, the DM will be sent as a Reply to Comment if there is a recent comment on your Instagram post.
• If there is no recent comment, a Direct DM will be sent, provided the contact has messaged your business within the last 24 hours.

Recommendation:
For sending Instagram DMs to contacts, it’s recommended to use the "Instagram Interactive Messenger" action.

• When replying to a comment, set the Reply Type to "Reply to Comment via DM".
• When sending a direct DM, set the Reply Type to "Reply to DM".

FAQs: Setting Up the Instagram DM Workflow Action

1.  Why am I unable to send Instagram DMs to people who are commenting on my instagram posts? 

For a business to send a DM to a contact, the contact has to send at-least one DM within last 24 hours. To reply to comments, use "Instagram Interactive Messenger" action from workflows and set the reply type as "Reply to comment via DM".

1.  Why do I need to integrate Facebook and Instagram for this action to work?

The Instagram DM action relies on the integration between Facebook and Instagram to function properly. This integration allows your workflow to send direct messages via Instagram, leveraging Facebook’s platform for managing and automating communication.

1.  How do I start a new workflow or edit an existing one?

To start a new workflow, navigate to your Workflow builder and select the option to create a new workflow. To edit an existing one, find the workflow you wish to modify and select the edit option. This will open the workflow for adjustments.

1.  Where can I find information on setting up Workflow Triggers?

You can find detailed information on setting up Workflow Triggers in our dedicated articles on the subject. These resources provide step-by-step instructions and explanations for each type of trigger available.

1.  How do I add the Instagram DM action to my workflow?

Click the “+” symbol below the trigger in your Workflow builder to add a new action. From the Actions Menu, either select Instagram DM from the External Communications section or use the search feature to find it.

1.  Can I rename the Instagram DM action in the workflow builder?

Yes, you can rename the Instagram DM action by using the textbox below the Action Name in the Action setup menu. This name change is only for display purposes within the Workflow builder and does not affect the action’s functionality or content.

1.  How do I use a previously created template for the Instagram DM action?

When setting up the Instagram DM action, you can choose to use a previously created template. This option is available in the Action setup menu and allows you to apply a pre-designed message format for your direct messages.

1.  What custom values can I use in the Instagram DM message?

In the message dropdown, you can select custom values relevant to your contact, such as Contact>First Name, Contact>Last Name, etc. These values will be automatically populated in the message based on the contact’s information.