What belongs in the inbox
BSB OneBox puts Instagram direct messages in the same agent queue as WhatsApp, Facebook Messenger, TikTok, SMS, and website chat. An agent replies from the desk or the Android app. The thread stays with the team when that person is off.
This is the official Meta connection, the same workspace described on the omnichannel inbox page. It is not a second unofficial app logged into a personal Instagram account.
Why a personal Instagram login fails a team
- Only one phone sees the DM, so a lead at 9pm waits until morning.
- WhatsApp and Instagram tell two different stories about the same customer.
- When someone leaves, the login and the history are the argument.
How to run it with WhatsApp
- Connect Instagram to the same OneBox workspace as the WhatsApp Business API number.
- Use one queue and assign by language or skill, the same way as a shared inbox for WhatsApp.
- Save the short answers: price, branch, delivery area. Keep a person on complaints and payment.
- If the customer also writes on WhatsApp, the agent should see both in one workspace instead of asking them to repeat the order.
WhatsApp still has its own rules. An Instagram DM does not open the WhatsApp 24-hour window, and an Instagram reply is not a WhatsApp template. Each channel sends on its own policy.
FAQ
Can a team answer Instagram DMs and WhatsApp in one inbox?
Yes. BSB OneBox queues Instagram direct messages with WhatsApp, Messenger, TikTok, SMS, and website chat so any agent can reply.
Does an Instagram message let me send a free WhatsApp reply?
No. The WhatsApp 24-hour window starts only when the customer messages you on WhatsApp. Instagram has its own thread.
Do I need the WhatsApp Business app for Instagram?
No. Instagram DMs connect through the OneBox workspace. WhatsApp at team scale uses the official Business API, not the free phone app.
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