Social
01DM arrives
Customer asks a product, order, or complaint question.
Social support
SoonTurn Instagram messages into support conversations with context.
Instagram support often starts casually. Replofy helps classify messages, preserve media context, route public-to-private issues, and escalate when social support becomes operational.
DM arrivesIntent classifiedContext addedRoute or answer
Instagram DMs
social messages
private handoff
Social DM support
page inbox synced
Social context
Source
Brand page DM
private thread
Media
screenshot attached
preview only
Public comment
moved to private
linked
Support handling
Intent
delivery complaint
classified
Draft
Acknowledge, request order ID, cite policy.
operator review
Tag
social-support
auto applied
Controls
Public reply
disabled in this flow
private only
Owner
Social support
SLA 2h
Audit
DM source retained
message sync
DM01
Capture
Social DMs and media context are preserved in one inbox.
boundary02
Separate
Public comments can be linked while support continues privately.
support03
Resolve
Operators use grounded drafts and channel-aware replies.
Integrations overview
Instagram support often starts casually. Replofy helps classify messages, preserve media context, route public-to-private issues, and escalate when social support becomes operational.
How it works
social messages
01
DM arrives
Customer asks a product, order, or complaint question.
02
Intent classified
Replofy separates support, sales, spam, and escalation.
03
Context added
Media, handle, thread, and prior tickets attach when available.
04
Route or answer
Aura drafts routine replies; humans handle sensitive or public-risk issues.
Data entering Replofy
What Instagram contributes.
Data
Used by Aura
Operator control
Data
DM text
Used by Aura
Classify support, sales, or complaint
Operator control
Reply or route
Data
Media context
Used by Aura
Summarize visual issue where allowed
Operator control
Escalate with attachment
Data
Social handle
Used by Aura
Attach social identity
Operator control
Match customer cautiously
Data
Public-to-private state
Used by Aura
Preserve reason for handoff
Operator control
Assign owner
Social workflow
DM to support case.
Triage
02Intent classified
Replofy separates support, sales, spam, and escalation.
Context
03Context added
Media, handle, thread, and prior tickets attach when available.
Control
04Route or answer
Aura drafts routine replies; humans handle sensitive or public-risk issues.
Social guardrails
Avoid common Instagram support mistakes.
01
Do not treat social handles as verified identity
02
Move sensitive account issues to secure channels
03
Preserve media with the ticket
04
Route angry public conversations quickly
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Review Instagram flow
Bring social messages into the inbox without losing context.
Route Instagram conversations by intent, sentiment, and customer state.