Wachat connects your Instagram Business account via the official Graph API and pulls every DM, story mention, story reply and post comment into the same shared inbox your team already lives in. No more "did anyone reply to that DM about pricing?" at 11pm.
For most consumer brands in India, Instagram is the highest-intent inbound channel — higher than the website contact form, higher than email. A new follower asks "is this in stock in size M?" and you have maybe 4 hours before she goes to a competitor. The official Instagram app has no assignment, no SLAs, no notes, and the primary/general/requests split means hot leads sit in "Requests" for days. If two team members are replying from the same handle, they routinely send duplicate messages — or worse, contradict each other on price.
Story mentions are even more thinly handled. A micro-influencer with 8,000 followers tags your brand in a story and you have a 24-hour window to react before the story disappears. Most teams find out on Monday morning that they missed three story mentions over the weekend, including one from a verified account.
Comment moderation has its own failure mode. Negative comments under boosted ads tank the ROAS because new viewers see the complaint before they see the product. Hiding or replying to comments requires opening the post in the app one by one — there is no bulk workflow, no keyword auto-hide, no tag-and-route. By the time a community manager catches up, the damage is done.
Wachat's Instagram inbox uses the official Instagram Graph API via Meta Login for Business, which means everything you can do in the native app — and several things you cannot — is available with full audit and multi-user support. Direct messages, story replies, story mentions, post comments, ad comments and Reels comments all flow into the same queue as your WhatsApp and email, with the contact deduplicated by Instagram username and any matched phone or email.
Auto-replies and rules run server-side. You can configure a rule like "if a DM contains the word 'price' AND the sender does not follow us yet, send a list message with our top three SKUs and a discount code". For story mentions, an auto-reply can thank the user, request UGC permission and tag them as a potential ambassador in the CRM — all within seconds of the mention, well inside the 24-hour message window Meta allows for ice-breaker replies.
Comment management is built for teams. Comments stream into a dedicated section of the inbox with the parent post visible. Agents can reply, like, hide or report a comment without leaving the page. Keyword rules auto-hide profanity, competitor mentions or spam DMs containing links, and the audit log shows which agent took which action — critical when a customer complains that their comment was hidden.
Because Instagram DMs share the same shared-inbox machinery as the rest of Wachat, every routing rule, SLA timer, canned reply and AI suggestion you have configured applies here too. A returning customer who DMs about a refund gets routed to the same senior agent who handled their last WhatsApp ticket. A new follower asking about sizing gets a flow-generated reply with the size chart PDF and a "Talk to a stylist" button.
Direct messages, story replies, story mentions, story shares, post comments, ad comments, Reels comments and Live comments all land in the same queue with type icons and parent-content previews. Filter to any subset with one click.
When a user tags you in their story, Wachat can auto-thank them, request UGC permission with a button, and tag them in the CRM as a potential ambassador — all within the 24-hour reply window Meta allows for story mention events.
Keyword and regex rules auto-hide profanity, competitor names or link spam on any post or ad. Allow-lists protect known customers and verified accounts. Every hide/report action is logged with agent ID for community manager accountability.
Configure Instagram's ice-breaker questions and persistent menu directly from Wachat — no need to dig through Meta Business Suite. Updates push live to your account in under 60 seconds, with version history and rollback.
Native Instagram quick replies and Wachat's richer canned replies live side by side. Agents can use either, and the AI layer suggests the best match based on the DM content and customer history.
One click turns an Instagram DM thread into a CRM contact and a deal in the sales pipeline, with the Instagram handle, follower count, location and profile bio captured as attributes. The DM history stays linked for context.
Connect multiple Instagram Business accounts — main brand, sub-brand, regional handles — and assign each to a different team or routing rule. Agents see all queues they have access to, and admins can scope visibility per handle.
A cosmetics D2C brand auto-detects DMs asking about shade or skin type and replies with a list message linking to the shade-finder quiz. Conversion from quiz to purchase is 28%, and agents only handle DMs that fall outside the rule set — roughly 35% of inbound, down from 100%.
A multi-outlet restaurant routes DMs asking for reservations to a flow that captures date, party size and outlet. Bookings flow into the CRM and into the POS, and the customer receives a WhatsApp confirmation. Manager DMs from Instagram-driven reservations have grown 4× in six months.
A property developer turns every IG ad comment that mentions "price" or "site visit" into a CRM lead, with the comment text, ad ID and creative version recorded. Sales call-back happens within 12 minutes during business hours, and the close rate from IG ads has doubled.
A test-prep institute auto-replies to Reels comments asking about course start dates with a DM containing a list message: select the exam (CAT, GMAT, GRE, IELTS). The selection routes to the relevant counsellor queue with the Reel ID as context, lifting enrolled leads from Reels by 51%.
A boutique travel agency converts story-mention DMs into trip enquiries: a flow asks destination, dates, group size and budget. The completed enquiry creates a deal in the CRM with an assigned trip designer; response time has dropped from 9 hours to under 12 minutes during business hours.
Instagram DM Inbox is included on every SabNode workspace. No separate billing, no extra setup — flip it on from your workspace settings.
Your Instagram handle must be a Business or Creator account linked to a Facebook Page. Wachat walks the admin through the conversion in 2 minutes if not already done.
Click "Connect Instagram", complete Meta's OAuth flow granting Wachat the messaging, content_publish and manage_comments permissions. Connection takes about 60 seconds.
Build keyword rules for common DMs (price, size, shipping), a story-mention thank-you flow, and comment moderation rules for the handles you connected. Test in sandbox before going live.
Assign DM routing — for example, all DMs from accounts with >10K followers go to a senior agent. Tie SLAs to the IG channel: 30 minutes during business hours, auto-template after-hours.
Watch the dashboard: DMs received, response time, story mentions handled, comments hidden, deals created from IG. Tune rules weekly based on the top inbound keywords and ad performance.
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