Handle tickets in Gorgias: Facebook Messenger and Instagram DMsUpdated 2 hours ago
Who can use this feature?
• Everyone (except Observers) can reply to Messenger and Instagram tickets
Once your brand's Facebook page and Instagram accounts are connected to Gorgias, your team can respond to Facebook Messenger messages and Instagram DMs, Story mentions, and Story replies from your helpdesk. Each interaction arrives in Gorgias as a Live chat ticket so that you or AI Agent can respond in real time.
Messaging windows
Meta enforces messaging windows to protect your customers from spam and unwanted replies. For Messenger and Instagram DMs, you have seven days from a customer's most recent reply to respond. If you try to send a reply past this window, the message will fail and your customer won't receive it. You'll need to reply directly on Facebook or Instagram, or wait for them to message you again.
Understand Messenger and Instagram DM tickets
As long as the conversation is active, Gorgias will update the existing ticket. If a customer replies within three days of the most recent message in the ticket, the conversation continues in the same ticket. After three days, a new ticket is created, and you can review your previous DM and Messenger conversations in the customer timeline. This three-day window is separate from Meta's seven-day messaging window. You can still reply after three days, but the reply starts a new ticket.
When a customer reads your reply on Messenger or Instagram, Gorgias marks your message as opened. Reading messages from Messenger and Instagram DMs in Gorgias does not send a read receipt to the customer, and doesn't mark the conversation as read on the platform.
Reply to Messenger tickets
When a customer sends you a message via Messenger, Gorgias creates a ticket from the Facebook Messenger channel, and the conversation appears in the Live chats view in your Inbox. Facebook limits your replies to 2,000 characters per Messenger message. If your reply is longer, Gorgias will split it into several messages and send them in order.
- From your helpdesk, open a Messenger ticket.
- Type your reply in the composer.
- Click Send.
Reply to Instagram DM tickets
Gorgias creates a ticket from the Instagram Direct Message channel when you receive an Instagram DM, a Story reply, or a Story mention. The conversation appears in the Live chats view in your Inbox.
For story mentions and replies, the first message in the ticket is from Gorgias Bot, and it contains a link to the Instagram Story. The link remains active for 24 hours.
Instagram limits your replies to 1,000 characters, and attachments are limited to image files. Your reply will fail to send if it's longer than the character limit or if it contains both text and an image attachment. Send attachments in a separate message.
- From your helpdesk, open an Instagram Direct Message ticket.
- Type your reply in the composer.
- Click Send.
The first time a customer DMs you, Gorgias imports up to 50 of your earlier messages with that customer from the Instagram app, and creates a separate closed ticket. You can review these previous conversations in the customer timeline for additional context.
Reply to comments via Messenger or Instagram DM
You can privately respond to Instagram and Facebook comments, which creates a new Messenger or Instagram DM ticket in Gorgias.
- Open a Facebook or Instagram comment ticket.
- Hover over the customer's comment.
- For Facebook comments, click the Reply by Facebook Messenger icon. For Instagram comments, click the Reply by Instagram DM icon.
- Write your response in the pop-up composer.
- Click Send.
After the private reply is sent, an event appears in the comment ticket with a link to the Messenger or Instagram DM ticket.
FAQ
Can I initiate a Messenger or Instagram DM conversation with a customer?
No. The only way to open a Messenger or Instagram DM conversation from Gorgias is to reply privately to a customer's comment via Messenger or Instagram DM. When you start a conversation this way, you'll be able to send only one message until they reply.
Why does a reply I sent from Facebook or Instagram show as sent by Gorgias Bot?
Meta doesn't tell Gorgias which teammate sent a message from Facebook, Instagram, or Meta Business Suite, so Gorgias attributes it to Gorgias Bot. It's a placeholder, not an automated reply. Replying from Gorgias instead keeps the agent's name on the message.
Can I send attachments via Instagram DMs?
Yes, you can send image attachments, but you can send either an attachment or text in a single message, not both.
Why are some DMs blank?
This happens if the customer deletes their message after sending it. In Gorgias, deleted messages are automatically retracted. If you already read the message before the customer deleted it, you may still see it in the Instagram app.
Are DM conversations split into Primary and General, like they are in the Instagram app?
No. Meta's messaging API doesn't expose the Instagram app's inbox folders, so all DMs arrive in one queue. Use views, tags, and rules to organize them instead.
Can I like story mentions or Instagram DMs?
No. Liking is only available for Facebook comments.
Why do I only sometimes see follower counts in the customer profile?
Gorgias displays a link to the customer's Instagram profile for any ticket created via an Instagram mention, comment, or DM. The follower count is shown only for tickets created via Instagram DM.
