Instagram tickets

IntoPaid does not pull in every Instagram DM. Customers keep messaging you the way they already do. A ticket is created only when you decide a conversation is worth tracking — by tagging @intopaid in your reply.

This guide covers the day-to-day workflow. If you haven't linked your Instagram account yet, start with Connect Instagram.

When to tag (and when not to)

Tag @intopaid when a DM turns into a real inquiry — someone asking for a price, a custom order, or availability. Casual questions, compliments, and spam can stay on Instagram without cluttering your Ticket Inbox.

Think of the tag as a "move to quoting" button, not a "sync everything" button. If you're still chatting and not ready to track the conversation, don't tag yet.

How a DM becomes a ticket

You can see this flow illustrated in Settings → Social under How tickets open from Instagram:

1. Customer sends a DM — the message stays in Instagram only. IntoPaid ignores it. No ticket yet.
2. You reply normally — still no ticket. Keep chatting in Instagram as long as you need to.
3. You tag @intopaid — put @intopaid anywhere in your reply sentence. That single tag opens one ticket from this thread.
4. Later messages on the same open ticket — once the ticket exists, new messages the customer sends in that thread show up in IntoPaid automatically.

One tag per conversation is enough. After the ticket is created, you work it from IntoPaid.

Replying from the ticket

Once the ticket carries the customer's Instagram identity and your Instagram account is connected, you can reply without switching back to the Instagram app:

• Public reply sends a DM to the customer.
• Internal notes are never sent as DMs — they stay visible only to your team.

For a full tour of the ticket page layout — notes, replies, status changes — see Work a ticket.

If replies aren't going through

Instagram's API has its own permission and timing rules. If the reply button is grayed out or messages fail to send, check Instagram can't reply for the most common causes and fixes.

Quoting and invoicing

Once the ticket exists, the quoting flow is the same as any other ticket. Build a quote, send an invoice, and get paid — all from the ticket page. Your Shopify store needs to be connected for catalog-backed quotes.

For the full walkthrough, see Quotes and invoices.

Without connecting Instagram

You don't have to connect Instagram to start tracking social inquiries. You can always paste the details of a request into a new ticket manually using Create a ticket. Connecting Instagram just automates the handoff. See Connect Instagram when you're ready.

What about Messenger, WhatsApp, and chat widgets?

These channels are not live yet. They appear as "Coming soon" in Settings → Social. When they launch they will be documented separately.

Where to go next

• Connect Instagram — link your Professional account for the first time
• Your first ticket — end-to-end walkthrough from inquiry to paid order
• Work a ticket — notes, replies, quotes, and pickup on the ticket page
• Quotes and invoices — build and send a Shopify-backed invoice
• Instagram can't reply — troubleshoot blocked or failed DM replies