DM Support Playbook on Instagram

Triage, macros, and escalation paths that protect CSAT and speed.

What to do

Give conversations a clear owner and response history. Automation can acknowledge or route a question, but customers need to know what information is required and when a person will take over.

Practical example

A sizing inquiry receives the size chart and a clarifying question; a billing issue follows the appropriate private support process.

Check your result

Review unanswered conversations and ensure automated replies do not imply an unresolved issue is fixed.

Instagram Help Center provides the platform's current account and feature guidance.