How to Set Up Automatic Replies for Instagram Accounts
Automatic replies in BoldDesk are automated responses sent to customers when they contact your support team via Instagram. This feature enhances customer experience by providing immediate acknowledgment. There are two types of auto-reply messages in BoldDesk, and those are as follows:
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
How to configure Instagram account welcome message
Follow the given steps to set up a Welcome message in Instagram accounts.
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Click Admin > Chat > Instagram > View Accounts > Manage.
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To set up a welcome message for a new account, click on Add Account. Alternatively, for an existing account, choose the kebab icon from the account list and click on Edit to configure the welcome message.
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Enable the Welcome Message feature within the Direct Message Configuration section and enter a welcome message in the Message textbox.
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Click on Save to configure the welcome message for the account.
How to configure Instagram account offline message
To set up an offline message on Instagram accounts, it is essential to first establish the business hours.
How to create business hours?
Follow the given steps to create a business hour.
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Go to Admin > Chat.
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Select Business Hour from the Work Schedule menu.
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Click Add Business Hour.
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Enter a Name and Description.
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Choose the Time Zone and set Operational Hours.
- Select Calendar Hours for 24/7 support or specify Business Hours for each working day.
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Pick an Associated Holiday List if applicable.
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Click Add to save.
Configure an offline message on Instagram account
Follow the given steps to set up an Offline message in Instagram accounts.
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Please follow steps 1 & 2 as outlined in the procedure for setting up the Welcome message.
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Turn on the Offline Message feature within the Direct Message Configuration section.
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Type an offline message in the Message textbox.
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Select your Business Hours to ensure that an automated offline message is sent to customers who contact you outside these hours. Then, click Save to apply the offline message settings to your account.
Frequently Asked Questions (FAQs)
1. Do I need to configure Business Hours to use the Welcome Message of an Instagram account in BoldDesk?
No. Business Hours are required only for the Offline Message. The Welcome Message works independently of Business Hours.
2. Can different Instagram accounts have different Welcome/Offline messages in BoldDesk?
Yes. Each Instagram account can have its own Welcome Message and Offline Message configured in Admin > Chat > Instagram > View Accounts > Manage.
3. If I edit the Welcome/Offline message for Instagram accounts in BoldDesk, will it affect messages already sent?
No. Changes apply only to future customer messages. Previously sent auto-replies are not changed.
4. Can I disable an automatic reply without removing the Instagram account?
Yes. In the Instagram account Direct Message Configuration, you can turn Welcome Message or Offline Message off and then click Save.
5. Can I send messages to new Instagram followers from BoldDesk?
No. BoldDesk does not support automatically sending proactive messages to new Instagram followers. BoldDesk Instagram automation is designed to send automated replies only when a customer contacts your support team via Instagram Direct Message (DM)—for example, a Welcome Message sent when a customer contacts you for the first time, and an Offline Message sent when they message outside business hours or when agents are unavailable. If your goal is to greet new people automatically, the closest supported approach in BoldDesk is to configure an Instagram Welcome Message that triggers when the user sends the first DM (not when they follow).
