Once Instagram Direct Messages are connected to Prospyr, your team can manage conversations from a centralized inbox. This article covers how to respond to messages, link Instagram conversations to patient records, use AI Assistant, and communicate with patients from both the Prospyr web and mobile apps.
Before You Begin:
Before continuing, ensure you have:
• Completed the Instagram DM Integration Prerequisites article
• Completed the How to Integrate Facebook and Instagram into Prospyr article
Step 1: To see direct messages from Instagram, click on Conversations.
Step 2: Click on the message from Instagram in the list to view the conversation thread.
Step 3: Read the patient's question or comment in the thread. If AI Assistant is enabled, it’ll generate a reply. Without it, a team member will need to respond manually.
Step 4: Hover at the bottom of the message area to see message status.
Step 5: You can type a reply directly in the chat and send it to continue the conversation.
Step 6: Next you can match a patient from their Instagram direct message to their patient profile. Click Match Patient at the top right corner.
Step 7: Enter the patient’s name to find the correct profile.
Step 8: Once you’ve selected the right patient, and click Match Patient.
Step 9: Click Refresh in the top left corner to ensure the changes update.
Step 10: Click the Patient's name to go to their profile. Then, click Conversations and Instagram.
Step 11: From here you can see that the conversation also shows in their profile.
