When Instagram starts selling, Direct fills up with messages: questions, orders, story replies. Without an organized queue, some go unanswered and others get duplicates.
In this article
Everything in one inbox
Direct messages, comments turned into conversations, and WhatsApp all in one place. The team sees the entire queue.
Distribution
Each new conversation goes to an agent, either by rotation or by topic. No one handles the same conversation twice.
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Priorities
Purchase orders and payment questions come first. Compliments and likes can wait.
Response window
Business messages on Instagram have a window of about 24 hours to respond normally. Those who delay lose the conversation.
Tags
Interested, awaiting payment, post-sale. The queue becomes easy to read.
Transfer to WhatsApp
When the conversation turns into an order, offer to continue on WhatsApp if the customer prefers.
Connected account
Check if the professional account is linked to the Page and messages are enabled. This is the most common failure.
Common mistakes
Multiple people responding from phones, conversations forgotten over the weekend, and no tags.
Frequently asked questions
How long can you respond to a message on Direct?
Business messages on Instagram follow a window of about 24 hours after the customer's last message for normal responses. Responding within it and as soon as possible is safest.
The bottleneck is almost never the team. It’s the time until the first response.
VeyloCRM responds to the lead immediately in your own language, organizes each conversation in the CRM, and keeps messages ready for the team — on WhatsApp, Instagram, and Messenger.