{"id":3319,"date":"2025-04-14T07:37:33","date_gmt":"2025-04-14T07:37:33","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/"},"modified":"2025-05-22T13:57:19","modified_gmt":"2025-05-22T13:57:19","slug":"dm-and-comment-tracking-with-instagram-integration-on-grispi","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/","title":{"rendered":"DM and Comment Tracking with Instagram Integration on Grispi"},"content":{"rendered":"\n

Thanks to its multi-channel support infrastructure, Grispi allows you to centrally manage Instagram Direct Messages (DMs) and post comments<\/strong> by automatically converting them into support tickets.
This means your team can respond to private messages and public comments from a single platform\u2014streamlining your social media support operations<\/strong>.<\/p>\n\n\n\n

Instagram integration is enabled via G-Social > ConnexEase<\/strong>.<\/p>\n\n\n\n

\n\n\n\n

\ud83d\udd17 What Can Be Tracked?<\/h3>\n\n\n\n

Once your Instagram account is integrated into Grispi, the following interactions are automatically converted into support tickets:<\/p>\n\n\n\n

    \n
  • \ud83d\udce9 Instagram Direct Messages (DMs)<\/li>\n\n\n\n
  • \ud83d\udcac Comments on Instagram posts<\/li>\n<\/ul>\n\n\n\n

    This ensures that no user interaction is missed and that you can handle all social media-based support tickets within the same system.<\/p>\n\n\n\n

    \n\n\n\n

    \ud83d\udee0\ufe0f Integration Steps<\/h3>\n\n\n\n
    \"\"<\/figure>\n\n\n\n
    \"\"<\/figure>\n\n\n\n
      \n
    1. Log in to your Grispi dashboard<\/li>\n\n\n\n
    2. Navigate to Settings > Channels > Social Media > G-Social<\/strong><\/li>\n\n\n\n
    3. Select the ConnexEase<\/strong> provider<\/li>\n\n\n\n
    4. Log in with your ConnexEase email and password<\/strong><\/li>\n\n\n\n
    5. Your Instagram Business account<\/strong> will be matched via ConnexEase<\/li>\n\n\n\n
    6. DM and comment tracking will be activated automatically<\/strong><\/li>\n<\/ol>\n\n\n\n
      \n

      \ud83d\udd10 Note:<\/strong> You must have an Instagram Business account that is linked to a Facebook page to complete the integration.<\/p>\n<\/blockquote>\n\n\n\n

      \n\n\n\n

      \ud83e\udde9 Creating Filters: Monitor Instagram Tickets<\/h3>\n\n\n\n

      To track both DMs and comments in one place, you can create a unified filter.<\/p>\n\n\n\n

      Example Filter Configuration:<\/h4>\n\n\n\n
      \"\"<\/figure>\n\n\n\n
        \n
      • Filter Name:<\/strong> Instagram \u2013 All Tickets<\/li>\n\n\n\n
      • Conditions:
        Channel = Instagram
        Status < Solved (optional)<\/em><\/li>\n<\/ul>\n\n\n\n
        \n

        This setup allows you to view all active Instagram tickets\u2014both private and public\u2014in a single list for easier handling.<\/p>\n<\/blockquote>\n\n\n\n

        \n\n\n\n

        \u2705 Advantages of Integration<\/h3>\n\n\n\n
          \n
        • DMs and comments are automatically turned into support tickets<\/li>\n\n\n\n
        • Respond directly to comments from within Grispi<\/li>\n\n\n\n
        • All Instagram interactions are archived and searchable<\/li>\n\n\n\n
        • Enables efficient task distribution among team members<\/li>\n\n\n\n
        • Combines social media engagement and customer support in a single interface<\/li>\n<\/ul>\n\n\n\n
          \n\n\n\n

          \ud83d\udccc Integration Summary<\/h2>\n\n\n\n
          Feature<\/th>Description<\/th><\/tr><\/thead>
          DM Messages<\/td>Automatically converted into support tickets<\/td><\/tr>
          Post Comments<\/td>Also tracked and managed as tickets<\/td><\/tr>
          Integration <\/td>G-Social > ConnexEase (login with email and password)<\/td><\/tr>
          Filtering<\/td>Channel = Instagram; Status < Solved recommended<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
          \n\n\n\n

          \ud83c\udfaf Conclusion<\/h2>\n\n\n\n

          With Grispi, you can fully incorporate both private messages and public comments from Instagram into your support process\u2014ensuring nothing is left unanswered<\/strong>.<\/p>\n\n\n\n

          This not only enhances your brand\u2019s responsiveness on social media but also improves the overall customer experience through organized and timely communication<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"

          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\u2014streamlining your social media support operations. Instagram integration is enabled…<\/p>\n","protected":false},"author":6,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"googlesitekit_rrm_CAowiMm_DA:productID":"","footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-3319","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"yoast_head":"\nDM and Comment Tracking with Instagram Integration on Grispi - Grispi Support<\/title>\n<meta name=\"description\" content=\"Thanks to its multi-channel support infrastructure, Grispi allows you to centrally manage Instagram Direct Messages (DMs) and post comments by\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.grispi.com\/en\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"DM and Comment Tracking with Instagram Integration on Grispi\" \/>\n<meta property=\"og:description\" content=\"Thanks to its multi-channel support infrastructure, Grispi allows you to centrally manage Instagram Direct Messages (DMs) and post comments by\" \/>\n<meta property=\"og:url\" content=\"https:\/\/support.grispi.com\/en\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/\" \/>\n<meta property=\"og:site_name\" content=\"Grispi Support\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-22T13:57:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/support.grispi.com\/wp-content\/uploads\/2025\/04\/image-10-1024x554.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/\",\"url\":\"https:\/\/support.grispi.com\/en\/knowledge-base\/dm-and-comment-tracking-with-instagram-integration-on-grispi\/\",\"name\":\"DM and Comment Tracking with Instagram Integration on Grispi - 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