Instagram DMs are a brand's closest entry point to overseas consumers. SBK connects your business account via the Instagram Graph API, pulling DMs, Story replies and @-mentions together into the agent desk, with every conversation captured in the CRM customer profile.
From business-account binding, real-time DM ingestion and Story-interaction tracking to ad-driven conversation grouping, the full social-commerce support flow is covered
Requires an Instagram business / creator account linked to a Facebook Page; once authorized, host and manage multiple accounts in one place
Customer DMs sync instantly to the agent desk, with text, images, stickers and voice messages all rendered correctly
When a customer swipes up to reply to a Story, the Story thumbnail is carried into the conversation, so agents instantly know which content they're commenting on
When a customer @-mentions the brand account in post comments, it enters the workspace queue as a pending message, so nothing is missed
Conversations from Click-to-Message ads are automatically tagged with the ad source, making ROAS easy to calculate
Instagram handle / user ID auto-profiled and aggregated with Facebook / WhatsApp / email customer identities
Conversation auto-attaches Story thumbnail / post / ad creative
The biggest awkwardness in Instagram support is "the customer asks about 'the one you posted yesterday' and you don't know which one." SBK attaches the Story thumbnail, the commented post image and the ad creative to the conversation context, so agents get the first reply right.
Unified history timeline once merged · same tag / stage / owner
The same customer might inquire on Instagram, order on WhatsApp and request an invoice by email. SBK CRM automatically merges identities via the trio of handle / email / phone, so the rep sees a complete customer rather than fragments.
Lead DMs from Story / Reels ad creatives are grouped in one tap, with conversion and support response time measured by ad campaign.
A comment @-mentioning the brand about sizing under a livestream teaser post auto-enters the pending queue, with support's first reply within 5 minutes.
Customers ask about hours and location via a Story, and the store manager replies straight from the SBK mobile app without switching to the IG app.
A team takes over the creator's IG DMs, sorting them by partnership / after-sales / fan greetings, sparing the creator from being worn out by manual handling.
Integrated operations for cross-platform social support
Facebook Messenger DMs unified at the agent desk for overseas social reach
WhatsApp Business API connection — the main battlefield for cross-border customer communication
A website live-chat widget where the same agents handle real-time visitor conversations
Multilingual translation and reply suggestions that multiply social-support efficiency
Sign up to experience the full social-commerce support capabilities for free, or book a consultant demo