Thanks to its multi-channel support infrastructure, Grispi allows you to centrally manage Instagram Direct Messages (DMs) and post comments by automatically converting them into support tickets.
This means your team can respond to private messages and public comments from a single platform—streamlining your social media support operations.
Instagram integration is enabled via G-Social > ConnexEase.
🔗 What Can Be Tracked?
Once your Instagram account is integrated into Grispi, the following interactions are automatically converted into support tickets:
- 📩 Instagram Direct Messages (DMs)
- 💬 Comments on Instagram posts
This ensures that no user interaction is missed and that you can handle all social media-based support tickets within the same system.
🛠️ Integration Steps
- Log in to your Grispi dashboard
- Navigate to Settings > Channels > Social Media > G-Social
- Select the ConnexEase provider
- Log in with your ConnexEase email and password
- Your Instagram Business account will be matched via ConnexEase
- DM and comment tracking will be activated automatically
🔐 Note: You must have an Instagram Business account that is linked to a Facebook page to complete the integration.
🧩 Creating Filters: Monitor Instagram Tickets
To track both DMs and comments in one place, you can create a unified filter.
Example Filter Configuration:
- Filter Name: Instagram – All Tickets
- Conditions:
Channel = Instagram
Status < Solved (optional)
This setup allows you to view all active Instagram tickets—both private and public—in a single list for easier handling.
✅ Advantages of Integration
- DMs and comments are automatically turned into support tickets
- Respond directly to comments from within Grispi
- All Instagram interactions are archived and searchable
- Enables efficient task distribution among team members
- Combines social media engagement and customer support in a single interface
📌 Integration Summary
| Feature | Description |
|---|---|
| DM Messages | Automatically converted into support tickets |
| Post Comments | Also tracked and managed as tickets |
| Integration | G-Social > ConnexEase (login with email and password) |
| Filtering | Channel = Instagram; Status < Solved recommended |
🎯 Conclusion
With Grispi, you can fully incorporate both private messages and public comments from Instagram into your support process—ensuring nothing is left unanswered.
This not only enhances your brand’s responsiveness on social media but also improves the overall customer experience through organized and timely communication.
