Handle Instagram Direct Messages from your business account inside the same agent interface used for calls, emails, and every other channel. Reach younger demographics on the platform they use most.
Instagram is no longer just for photos. It's where younger customers discover brands, ask questions, and expect instant responses. With Blue Telecoms, Instagram DMs flow into your contact centre like any other channel — professional, tracked, and properly managed.
Connect your Instagram Business account to the Blue Telecoms platform. When customers send DMs, the conversation appears in the agent queue — routed, tracked, and handled with the same professionalism as a phone call.
Benefit: Turn Instagram engagement into professional customer service without a separate social media tool.
Instagram's user base skews younger — 18-34 year olds are the largest demographic. If your customers are in this age range, Instagram DMs may be their preferred way to reach you. Be where they are.
Benefit: Engage the next generation of customers on the platform they already use daily.
Instagram DMs support images, videos, voice messages, and stories. Agents can receive and respond with rich media directly from the platform — perfect for visual industries like retail, property, and automotive.
Benefit: Visual conversations that help customers make decisions faster.
Instagram conversation volumes, response times, and resolution rates appear in the same reporting dashboard as all other channels. Compare performance across voice, email, WhatsApp, and social.
Benefit: One set of metrics, one quality standard, across every customer touchpoint.
Instagram is integrated into the standard agent workflow. Here's how it works:
Visual platform, professional service.
Instagram customer service shouldn't be an afterthought managed by whoever has the login. With Blue Telecoms, Instagram DMs are handled by your trained contact centre team with proper routing, SLAs, and quality monitoring.
Agents handle Instagram alongside calls, WhatsApp, web chat, email, and every other channel — all from one screen. Customers get fast, professional responses regardless of how they reach you.
Complete customer engagement.
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