3. Manage chat with customers

When a customer sends a message to the page, the message will be directed to Omni - Instagram

The number of unread messages/comments will be displayed on the menu. To manage messages and support customers most efficiently, staff should follow these steps:

Step 1: Open the Omni conversations

Step 2: Click on tab Instagram

Step 3: Click Advanced filter -> Filter for instagram page

Step 4: Click tab inbox, you will see message from customer on instagram

Here, you can see the person assigned to support by hovering over the small avatar on the message (see image)

The permissions to view sessions are configured in the Interaction section

Step 4: Click on the message to start a support chat.