Requirements
In order to receive and reply to Instagram direct messages (DMs) directly in Swat.io, the following requirements must be met:
The Instagram account connected to Swat.io must be a professional account.
In the Instagram app, the setting “Allow Access to Messages” must be enabled for the connected account.
How to enable access to messages in Instagram
Open the Instagram app connected to Swat.io.
Go to Settings.
Select Privacy.
Open the Messages section.
Check if the option “Allow Access to Messages” is enabled under Connected Tools.
Once this option is enabled, your Instagram direct messages will automatically sync with Swat.io and can be managed directly within the platform.
Direct messaging settings in Swat.io
In the channel settings of each specific Instagram channel in Swat.io, you can adjust how incoming direct messages are handled to better control the number of (new) tickets being created. The following options are available:
Only new fan messages (re-)open tickets
All messages within a conversation (re-)open tickets
Only page messages containing the specific words or phrases (re-)open tickets
