The Ultimate Guide to Instagram Business Chat
Instagram Business Chat, as a form of instant messaging, allows businesses to communicate with customers who prefer to reach out through Instagram. Therefore, other than offering aesthetically pleasing content, brands must also learn to provide a more convenient and effective method for their customers to reach them on Instagram.
What is Instagram for Business?
Instagram was launched in 2010 as a photo-sharing app. After it popularized hashtags and hit the 50 million users milestone, Meta (formerly Facebook) decided to acquire Instagram in 2012.
The app quickly grew into one of the most popular social apps behind Facebook, YouTube and WhatsApp, and now has features like Reels, Stories, Instagram direct messaging, Instagram Shop and more.
Its unique nature as a visual-first platform and its ability to build a strong brand presence attracted businesses to use the platform to engage with customers.
Realizing the value Instagram has for business use, Meta started exploring the business market in 2014 by letting companies advertise on the app. After seeing success, it introduced the Instagram Professional Account in 2016 and has continued to improve its offerings.
Instagram App Overview
The Instagram App features five main tabs at the bottom: Home, Explore, Reels, Shop, and Profile. The Home tab, or Instagram Feed, displays posts from profiles you follow, including sponsored posts and public account posts.
To see content only from followed accounts, click the Instagram logo in the top left and select Following. The icons in the top right let you add a new post, check notifications, and message users.
The Explore tab lets you discover posts from public accounts you don't follow. You can search for accounts, hashtags, audio, and places. The Reels tab is for short videos, followed by the Instagram Shop tab for promoting products, and the Profile tab for managing your profile sett
Where is Instagram Popular?
Instagram boasts over 2 billion monthly active users, with India leading at over 300 million users, followed by the US and Brazil. The platform's steady growth is expected to reach 2.5 billion users soon. Notably, 90% of users follow at least one of the 200 million business accounts, making Instagram an essential platform for brand building.
Instagram for Business: The Basics
Instagram offers two account types: Personal and Professional.
Personal Accounts are for regular users, while Professional Accounts include Business and Creator Accounts. Both Professional Accounts provide insights into follower demographics and browsing habits, along with features like Instagram Shop, FAQs, and Ads.
However, Business Accounts can access the Instagram Direct Message API, while Creator Accounts with over 500k followers need to switch to a Business Account for API access.
Instagram Business Account Features
Instagram equips businesses with tools to guide their audience from awareness to conversion. To boost brand awareness, businesses can set up Instagram Ads, which come with a professional dashboard offering valuable marketing insights.
For sales, Instagram Shop allows businesses to list products with descriptions and prices, facilitating easy checkouts either on their website or directly on Instagram via Facebook Pay (US only). Businesses dealing with high-value items can use Instagram Direct Messaging for detailed follow-ups.
Instagram Business Chat: Instagram DM Inboxes
Instagram offers three types of DM inboxes: Instagram App Inbox, Meta Business Suite, and Instagram DM API connected to a messaging inbox like Chat Breezes. These inboxes cater to different business sizes and have varying rules, features, and limitations.
Instagram App Inbox
Ideal for solopreneurs and micro-businesses, the Instagram App Inbox allows immediate messaging with minimal rules.
Businesses can set up four FAQs and Quick Replies for common customer queries.
To use the Instagram App Inbox, business simply need to create a Business Account.
Meta Business Suite Inbox
Suitable for small to medium businesses, Meta Business Suite connects your Instagram Business Account to Facebook, allowing you to manage messages with additional tools like labels, agent assignments, and simple automation.
However, new conversations must be initiated through the Instagram App.
Instagram Direct Message API
For SMEs and enterprises handling high message volumes, the Instagram DM API, connected to Chat Breezes, offers advanced automation, conversation tracking, CRM integration, and performance monitoring.
How to use a third-party platform as an Instagram Message App
These platforms offer smart tools that not only manage Instagram direct messages but also:
- Enhance work efficiency and team productivity
- Maintain account activity and brand visibility
- Increase impressions, reach, and user engagement
- Improve sales and boost conversion rates on Instagram
If you're considering a multi-functional omnichannel platform that provides Instagram solutions, here are some key features to look for:
1. Automated Replies for Comments and Instagram Business Chat
Automated settings for responding to post comments and Instagram Business Chat conversations save businesses time and effort. Engaging with users who comment on your posts is crucial as they are potential leads. Ignoring or delaying responses can result in lost opportunities.
Auto replies for comments, directing them to your Instagram inbox, ensure you never miss thanking users, answering FAQs, or providing product information. This instant response, even during off-hours, boosts customer satisfaction and upholds a professional image.
2. Chatbot for Instagram Campaigns
A chatbot integrated with your Instagram campaigns ensures prompt engagement, answers queries, and provides personalized recommendations. Since 82% of consumers expect near-immediate replies, having a chatbot in your Instagram Business Chat is vital. You can link the chatbot with your ad campaigns to engage users further. For example, a fashion retailer could promote new clothing on Instagram Stories, asking users to reply 'YES' for a discount code. Once they respond, a chatbot can ask about their preferences and location, driving traffic to physical stores and gathering valuable customer data for retargeting.
3. Messaging Analytics for Instagram Business Chat
Messaging analytics, such as open and reply rates, help businesses understand customer interactions with their Instagram Business Chat. This data is essential for identifying improvement areas, tracking marketing campaign success, and optimizing messaging strategies.
4. In-Chat Product Links for Instagram Shop
To reduce cart abandonment, providing a seamless checkout experience is crucial. In-chat product links for your Instagram Shop streamline the checkout process, allowing customers to purchase directly through Instagram without navigating away. This frictionless sales process increases revenue and customer satisfaction.
5. Instagram Business Chat Labeling for Social CRM
Labeling in Instagram Business Chat helps manage customer relationships effectively. Categorize customers based on interests, preferences, or buying behavior to provide personalized support, target marketing campaigns, and identify upselling and cross-selling opportunities. This social CRM strategy fosters long-term customer relationships and enhances lifetime value.
6. Instagram Business Live Chat for Lead Generation
Instagram Business Live Chat offers a personal and immediate communication channel. Adding live chat with Instagram as an option on your website allows customers who prefer Instagram to make inquiries, receive product support, and generate leads directly through Instagram Business Live Chat.
Discover more about Chat Breezes' free no-code omnichannel live chat widget, which includes Instagram DM as one of the channels.
Instagram for Business: Best Practices
There are many ways for businesses to use Instagram effectively. Here, we’ll talk about getting an Instagram Verified Badge, how to help customers find you and how to start an Instagram business chat.
Instagram Verified Badge
Getting an Instagram Verified Badge helps customers identify authentic accounts of public figures, celebrities, and brands. To apply, go to Settings > Account > Request Verification and follow the instructions.
Instagram Business Chat: Help Customers Find You
Customers can find your business via in-app search, profile link, QR code, chat link, and click-to-chat ads. Ensure your username is close to your business name for easy searchability. Use the ig.me chat link format (https://ig.me/m/USERNAME) for direct inbox access.
Instagram Posts
Engage with followers and non-followers through posts, using hashtags, popular music for Reels, and creative effects. Encourage followers to engage with your content to start conversations.
Instagram Business Chat: 1:1 Messaging
Businesses can privately reply to comments, respond to Story mentions, and message users who view their Stories. Users can also message businesses directly by clicking the paper plane icon under posts.
By understanding the various DM inbox options and best practices, you can effectively use Instagram for marketing, sales, and support. Small businesses should use the Instagram App Inbox, mid-sized businesses can utilize Meta Business Suite, and large businesses should connect the Instagram DM API to Chat Breezes. Need help choosing? Contact our support team.
Further Reading
We hope this guide was helpful. Explore more articles on using Instagram DM for business.