# Inro Features Guide Complete overview of Inro's Instagram automation and customer relationship platform features. ## Table of Contents 1. [Instagram Inbox & CRM](#instagram-inbox--crm) 2. [DM & Comment Automation](#dm--comment-automation) 3. [Contact Management & CRM](#contact-management--crm) 4. [DM Campaigns](#dm-campaigns) 5. [AI Agent](#ai-agent) 6. [Integrations](#integrations) 7. [Referral & Partner Program](#referral--partner-program) --- ## Instagram Inbox & CRM ### Unified Inbox Manage all Instagram interactions in one place with a powerful, feature-rich inbox interface. #### Deep Search - **Full-Text Search**: Search across contact names, usernames, and message content - **Message Content Search**: Find specific conversations by searching message text - **Real-time Results**: Instant search results with pagination support - **Search Limit**: Returns up to 25 most relevant results #### Folders & Organization - **Custom Folders**: Create unlimited folders (free tier: 10 folders max) - **Multi-Folder Assignment**: Contacts can be in multiple folders simultaneously - **Automation Triggers**: Automatically trigger scenarios when contacts are added to folders - **Folder Filtering**: Filter inbox by specific folders - **Batch Operations**: Add/remove multiple contacts to/from folders at once - **Emoji Labels**: Visual identification with custom emoji icons #### Conversation Filtering Pre-built filters for quick access to important conversations: - **Pending**: Conversations awaiting payment or appointment confirmation - **Upcoming Appointments**: Contacts with confirmed upcoming appointments - **Messages**: Unreplied messages requiring attention - **Unread**: New unread messages - **No Folder**: Contacts not assigned to any folder - **Scenarios Running**: Active automation flows in progress - **Campaigns Running**: Active campaign executions #### Handling Status Visual indicators showing how each conversation is being managed: - **Human**: Manual conversation handling (orange icon) - **Automation**: Handled by scenario automation (yellow lightning bolt) - **Agent**: AI agent is responding (purple bot icon) - **Human Requested**: Contact requested human intervention (orange user icon) - **Unreplied**: Waiting for response (empty circle) - **Replied**: Response sent (checkmark) #### Additional Inbox Features - **Real-time Updates**: WebSocket-based live updates via ActionCable - **Pull to Refresh**: Refresh conversations with pull gesture (mobile) - **Pagination**: Loads 25 conversations at a time for performance - **Batch Selection**: Select up to 1000 conversations for bulk actions - **Status Icons**: Visual indicators for payments, appointments, errors, and pending executions - **Thread Ownership**: Detects when other apps control the conversation - **Spam Filtering**: Separate spam conversations from main inbox --- ## DM & Comment Automation Build sophisticated automation flows with visual drag-and-drop interface. ### Triggers #### Instagram Engagement Triggers - **Comments**: Trigger on post comments with keyword or AI-based matching - **Story Replies**: Respond to Instagram story replies - **Story Mentions**: Detect when your account is mentioned in stories - **Direct Messages**: Trigger on incoming DMs - **Live Comments**: Respond to Instagram Live comments - **Icebreakers**: Trigger from Instagram's quick reply buttons #### Advanced Triggers - **Keywords**: Match specific keywords with AND/OR logic - **AI-Detected Intent**: Use AI to understand message intent (e.g., "customer wants to book appointment") - **Emoji-Only Messages**: Trigger only on messages containing only emojis - **Strict Matching**: Option for exact keyword matching - **Outgoing Messages**: Trigger on messages you send (from inbox, agent, or Instagram app) #### External Triggers - **Referral Links**: Create trackable `m.me` links with custom ref parameters - **QR Codes**: Generate QR codes that trigger automations - **Webhooks**: Trigger scenarios via external webhook calls (unique UUID per scenario) - **HTML Widgets**: Embed conversion widgets on your website - **Referral Ads**: Trigger from Instagram/Facebook ad campaigns - **Custom Events**: API-triggered custom events - **Folder Addition**: Automatically trigger when contact is added to a folder ### Message Actions #### Basic Messages - **Text Messages**: Send personalized text with variable support - **Media Messages**: Send images, videos, GIFs - **Audio Messages**: Send voice messages - **Story Replies**: Reply to specific Instagram stories - **Story Mentions**: Mention contacts in your stories #### Rich Interactive Messages - **Conversion Links**: Trackable links with title, subtitle, CTA button, and optional image - Click tracking and expiration logic - Branch flows based on clicked/expired states - Auto-follow-up for non-clickers - **Payment Links**: Stripe checkout integration - One-time or recurring payments - Product selection support - Payment status tracking - **Booking Links**: Calendar integration - Calendly integration with event type selection - Eventbrite integration for event registration - Automatic appointment creation and tracking - **Multi-Choice Questions**: Interactive button-based questions - Up to 3 options per question - Branching logic based on selection - Expiration and retry logic - **Surveys**: Embedded survey forms - Open in Instagram in-app browser - Save responses to contact properties - Track completion and results - Conditional logic based on answers #### AI-Powered Actions - **AI Message Generation**: Auto-generate contextual messages - **AI Reply**: Generate intelligent replies based on conversation context - **Email Collection**: AI-powered email extraction from messages - **Phone Collection**: Extract and validate phone numbers - **Ask for Follow**: Request user to follow your account with automatic detection - **Agent Handover**: Transfer conversation to AI agent - **AI Summary**: Generate conversation summaries ### Flow Control Actions #### Conditional Logic - **Conditions**: Branch flows based on: - Contact properties (equals, contains, exists, greater/less than) - Folder membership - Custom logic - **Random Branch**: A/B testing with weighted distribution - **Retry Logic**: Automatically retry failed actions - **Delays**: Wait specified time before next action - Support for seconds, minutes, hours, days - Variable-based dynamic delays #### Contact Management - **Add to Folder**: Organize contacts into folders - **Remove from Folder**: Clean up folder assignments - **Update Property**: Set contact property values - **Opt-in/Opt-out**: Manage contact consent - **Tag Contacts**: Apply tags for organization #### External Actions - **HTTP Requests**: Call external APIs with custom headers and body - Support for GET, POST, PUT, DELETE methods - Variable interpolation in URLs and payloads - Response handling and error management - **Trigger Scenario**: Chain scenarios together - **Webhook Notifications**: Send data to external systems ### Advanced Automation Features #### Template Library - **Global Templates**: Browse pre-built automation templates - **Template Sharing**: Share your scenarios publicly - **Clone Templates**: Import templates from other users - **Template Categories**: Organized by use case - **AI Generation**: Generate scenarios from text descriptions using AI #### Flow Builder - **Visual Editor**: Drag-and-drop flow builder - **Copy/Paste**: Duplicate action nodes easily - **Nested Branches**: Unlimited nesting depth - **Action Validation**: Real-time validation warnings - **Test Mode**: Test scenarios with specific contacts - **Metrics Display**: See performance metrics on each action node #### Variables & Personalization Support for dynamic content insertion: - **Contact Variables**: `{{contact.name}}`, `{{contact.username}}`, `{{contact.email}}`, etc. - **Trigger Variables**: `{{trigger.message}}`, `{{trigger.comment}}`, `{{trigger.date}}`, etc. - **Survey Variables**: `{{survey.option.title}}`, `{{survey.option.replies}}`, etc. - **Execution Variables**: Track execution state and replies #### Detailed Metrics Track performance at every step: - **Sent**: Number of messages sent - **Read**: Read receipts tracked - **Clicked**: Link click tracking - **Replied**: Response rate - **Converted**: Conversion tracking - **Funnel Analytics**: Drop-off analysis at each step --- ## Contact Management & CRM ### Contact Profiles #### Core Information - **Instagram Data**: Username, name, profile picture, follower count, bio - **Custom Properties**: Unlimited custom fields - Text, number, date, boolean types - Drop-down options - Multi-select support - **Contact History**: Full interaction timeline - **Engagement Metrics**: Track follower growth over time #### Segmentation & Filters Build complex contact segments with multiple filter types: ##### Activity-Based Filters - **Any Engagement**: Contacts who interacted (message, comment, story reply) - **Opened Conversation**: Initiated a conversation - **Replied to Scenario**: Responded to automation - **Clicked Link**: Clicked conversion links - **Completed Survey**: Finished survey forms - **Booked Appointment**: Made appointments - **Made Payment**: Completed payments ##### Instagram Content Filters - **Commented on Post**: Commented on specific posts - **Replied to Story**: Replied to specific stories - **Mentioned in Story**: Mentioned you in their stories - **Seen Story**: Viewed specific stories ##### Campaign & Automation Filters - **Received Campaign**: Targeted by specific campaigns - **Running in Scenario**: Currently in active automation - **Completed Scenario**: Finished automation flows ##### Contact Attribute Filters - **Email**: Has/doesn't have email - **Phone**: Has/doesn't have phone number - **Following**: Follows your account - **Follower Count**: Filter by follower range - **In Folder**: Folder membership - **Custom Property**: Filter by any custom property value ##### Appointment & Payment Filters - **Appointment Status**: Confirmed, awaiting, canceled appointments - **Payment Status**: Paid, awaiting, failed payments #### Date Range Support All filters support flexible date ranges: - Today, yesterday, this week, this month - Last 7/30/60/90 days - Custom date ranges - All time #### Filter Logic - **AND Logic**: All filters must match - **OR Logic**: Any filter can match - **Combined Segments**: Nest segments for complex logic ### Data Export - **CSV Export**: Export filtered contacts with all data - **Full Property Export**: Include custom properties - **Segment Export**: Export specific segments ### Opt-in & Opt-out System - **Consent Tracking**: Track marketing consent - **Automated Opt-out**: Respect unsubscribe requests - **Opt-in Campaigns**: Reactivation campaigns - **Compliance**: GDPR/privacy law compliance --- ## DM Campaigns Send targeted broadcast messages to segmented audiences. ### Campaign Creation #### Audience Selection - **Segment-Based**: Use saved segments for targeting - **Manual Selection**: Pick specific contacts - **Combined Filters**: Apply filters on-the-fly - **Contact Limit**: Batch sending respects Instagram quotas #### Multi-Step Campaigns - **Step Sequencing**: Create multi-message campaigns - **Branching Logic**: Different paths based on responses - **Delays Between Steps**: Configurable timing - **Funnel Tracking**: Monitor drop-off at each step ### Sending & Scheduling #### Batch Processing - **Batch Tasks**: Automatically processes large contact lists in batches (1000 contacts per batch) - **Progress Tracking**: Real-time progress percentage - **Pause/Resume**: Stop and resume campaigns mid-send - **Cancellation**: Cancel pending or in-progress campaigns - **Error Handling**: Comprehensive error tracking - **Saved Contact List**: Locks contact list at send time to prevent duplicates #### Send Options - **Send Now**: Immediate sending - **Schedule**: Set specific date/time - **Test Campaigns**: Test with specific contacts before full send - **Resend to Limited**: Resend to contacts who hit rate limits ### Campaign Templates - **Template Library**: Browse pre-built campaign templates - **Share Templates**: Make campaigns public for others to use - **Clone Campaigns**: Duplicate and customize existing campaigns - **AI Generation**: Generate campaign flows with AI assistance ### Campaign Metrics Track detailed performance: - **Sent Count**: Total messages delivered - **Read Rate**: Message open rate - **Click-Through Rate**: Link click performance - **Reply Rate**: Engagement tracking - **Conversion Rate**: Goal completion tracking - **Funnel Analysis**: Step-by-step performance breakdown ### Campaign Types - **One-Time**: Single broadcast campaign - **Recurring**: Scheduled regular campaigns - **Triggered**: Event-based campaign sending - **Re-engagement**: Win-back inactive contacts --- ## AI Agent Intelligent conversational AI that handles customer conversations with context awareness. ### Agent Configuration #### Personality & Voice - **Custom Personality**: Define agent tone, style, and behavior - **Personality Cloning**: Clone personality from sample conversations - **Language Support**: Multi-language conversations - **Response Length**: Control message verbosity - **Emoji Usage**: Configure emoji usage level #### Goals & Objectives Configure what the agent should achieve: - **Conversion**: Drive sales and conversions - **Lead Qualification**: Qualify leads and collect information - **Booking**: Schedule appointments - **Support**: Answer questions and provide help - **Custom Goals**: Define any objective ### Trigger Modes Control when the agent responds: #### All Messages Mode - Agent replies to all incoming messages - Respects folder rules (include/exclude) - Scenarios have priority over agent #### Specific Messages Mode (Intent-Based) - **Intent Detection**: Agent only replies when configured intents are detected - **Intent List**: Define specific intents to watch for (OR logic) - **Smart Handover**: When intent matches, conversation switches to agent mode - **Timeout**: Agent mode expires after 24 hours of inactivity - **Folder Rules**: Include/exclude specific folders #### Never Reply Mode - Complete kill switch - Agent never replies, even from automation actions ### Knowledge Base & Context #### Knowledge Import - **Document Upload**: Upload PDFs, text files - **URL Scraping**: Import from website URLs - **RAG (Retrieval Augmented Generation)**: AI searches knowledge base for relevant information - **Knowledge Chunks**: Automatic chunking and indexing #### Context Awareness Agent has access to: - **Contact Properties**: All custom contact data - **Engagement History**: Past conversations and interactions - **Automation Status**: Running scenarios and campaigns - **Folder Membership**: Contact segment information - **Transaction History**: Payments and appointments ### Agent Capabilities #### Actions Based on Intent Agent can trigger actions automatically: - **Send Links**: Share specific conversion links - **Add to Folder**: Organize contacts based on conversation - **Trigger Scenarios**: Start specific automation flows - **Collect Information**: Extract and save contact properties #### Opt-out & Human Handover - **Automatic Opt-out Detection**: Recognizes when users request to stop - **Human Intervention Detection**: Detects requests for human support - **Manual Override**: Humans can take over conversations at any time - **Non-Interference**: Agent respects manual messages and doesn't interfere ### Standalone or Integrated #### Standalone Mode - Agent handles full conversation independently - No other automations running #### Integrated in Automations - **Agent Message**: Generate specific message via agent - **Agent Reply**: Generate contextual reply - **Agent Handover**: Hand conversation to agent mid-flow - All automation actions respect "never reply" mode --- ## Integrations Connect Inro with external tools and platforms. ### Built-in Integrations #### E-commerce - **Shopify**: Product sync, order tracking, customer data - Automatic contact sync - Order webhook integration - Product recommendations in DMs - **Stripe**: Payment processing - Checkout links - Payment status tracking - Subscription management - Webhook integration for payment events #### Booking & Events - **Calendly**: Appointment scheduling - Event type selection - Automatic booking confirmation - Calendar sync - Webhook integration for new bookings - **Eventbrite**: Event registration - Event selection - Ticket sales tracking - Attendee management - Registration confirmation #### Analytics & Tracking - **Meta Conversions API**: Track conversions - Send conversion events to Facebook/Instagram - Attribution tracking - Custom event tracking ### No-Code Integration #### Make (Integromat) Integration - **Bidirectional Sync**: Send and receive data - **Trigger Scenarios**: Start automations from Make - **Contact Management**: Create/update contacts - **Custom Workflows**: Build any integration without code ### Developer Tools #### Private API - **RESTful API**: Full REST API access - **Authentication**: Token-based authentication - **Rate Limiting**: Configurable rate limits - **Comprehensive Endpoints**: Access all core features - Contacts - Conversations - Messages - Scenarios - Campaigns - Custom properties - Templates #### MCP Server (Model Context Protocol) AI assistant integration for advanced automation: - **Claude Integration**: Direct Claude AI integration - **Tool Suite**: 40+ tools for automation - **Natural Language**: Control Inro with conversational AI - **Scenario Creation**: Generate automations via AI - **Contact Management**: AI-powered contact operations - **Campaign Execution**: AI-driven campaign management ### Integration Architecture #### OAuth Support - **Standard OAuth 2.0**: Industry-standard authentication - **Token Management**: Automatic token refresh - **Error Recovery**: Graceful error handling #### Webhook System - **Inbound Webhooks**: Receive events from external systems - **Outbound Webhooks**: Send events to external systems - **Event Types**: Support for all major events - **Retry Logic**: Automatic retry on failure - **Signature Verification**: Secure webhook validation #### Conversion Tracking - **Link Tracking**: Track conversions from any integration - **Event Attribution**: Attribute conversions to sources - **ROI Measurement**: Calculate return on investment --- ## Referral & Partner Program ### User Referral Program Enable all users to earn rewards by referring new customers. #### Referral Features - **Unique Referral Code**: Each organization gets unique code (auto-generated 12-character hex) - **Referral Link**: Shareable signup link with tracking - Format: `https://app.inro.social/users/sign_up?referral_code=YOUR_CODE` - Includes UTM parameters for attribution - **Coupon Codes**: Optional promo codes for referred users - Automatically applied during signup - Stripe coupon integration - Localized offer descriptions - **Tracking**: See list of all referred accounts - **Statistics**: Monitor referral performance #### Activation - **Opt-in Program**: Users activate referral program in settings - **Code Generation**: Automatic unique code creation - **Profile Page**: Dedicated referral program page with: - Shareable referral code - Full referral link - Copy buttons for easy sharing - List of referred accounts ### Partner Program (White-Label) Advanced partnership program for agencies and resellers. #### Partner Features - **Custom Branding**: Upload partner logo - **Dedicated Referral Code**: Unique partner code - **Partner Coupon**: Custom Stripe coupon for discounts - **Multi-Organization**: Track all organizations referred by partner - **Revenue Sharing**: Commission tracking system #### Partner Management - **Admin Interface**: Full partner management via Avo admin - **Organization Assignment**: Automatic partner assignment on signup - **Partner Portal**: Dedicated interface for partners - **Analytics**: Track partner performance #### Attribution System Organizations can be attributed to either: - **User Referral**: Another Inro user referred them - **Partner**: A partner agency referred them - **Template**: Signed up via scenario/campaign template The system uses these priority rules: 1. Explicit referral code in URL (partner or organization) 2. Template creator (if signed up via template) 3. No attribution (organic signup) #### Commission & Tracking - **Signup Tracking**: Track all signups from referral sources - **Redeem Codes**: Track special promo code usage - **Conversion Tracking**: Monitor free → paid conversions - **Partner Dashboard**: View referral performance (future feature) --- ## Additional Features ### Security & Permissions - **Organization-Based Multi-tenancy**: Complete data isolation - **Team Members**: Invite team members (limit based on plan) - **Role-Based Access**: Owner, admin, member roles - **API Token Management**: Secure API access ### Billing & Subscriptions - **Flexible Pricing Tiers**: Free, Trial, Pro, Annual, Lifetime - **Usage-Based Billing**: Pay for contact activations - **Stripe Integration**: Secure payment processing - **Subscription Management**: Self-service billing portal ### Platform Features - **Real-time Updates**: WebSocket-based live updates - **Internationalization**: English and French support - **Mobile-Friendly**: Responsive design for all devices - **Keyboard Shortcuts**: Power user shortcuts - **Dark Mode**: (Planned) ### Data & Privacy - **GDPR Compliance**: Privacy law compliance - **Data Export**: Export all your data - **Data Deletion**: Complete account data removal - **Opt-out Tracking**: Respect user preferences --- ## Getting Started ### Quick Start Guide 1. **Connect Instagram Account** - Choose login method (Instagram Business or Facebook Business) - Authorize permissions - Wait for inbox sync 2. **Create Your First Automation** - Choose a template or start from scratch - Configure trigger (comment, story reply, DM, etc.) - Add actions (message, link, survey, etc.) - Test with a contact - Activate scenario 3. **Organize Your Contacts** - Create folders for different segments - Add custom properties for data collection - Build filters for targeting 4. **Send Your First Campaign** - Select target segment - Create message flow - Test campaign - Schedule or send immediately 5. **Set Up AI Agent** (Optional) - Configure personality - Add knowledge base - Set trigger mode - Define intents and actions ### Best Practices #### Automation - Start with simple flows and add complexity gradually - Always test scenarios before activating - Use folders to organize contacts by funnel stage - Monitor metrics and optimize based on performance - Combine automation with manual touch for best results #### Campaigns - Segment your audience carefully - A/B test different messages - Don't over-send (2-3 value messages per promotional message) - Always include opt-out option - Track and optimize based on metrics #### AI Agent - Define clear goals and personality - Provide comprehensive knowledge base - Use intent-based mode for focused conversations - Monitor agent conversations regularly - Allow human handover when needed --- ## Support Resources - **Help Center**: https://help.inro.social - **Blog**: https://www.inro.social/blog - **API Documentation**: https://api.inro.social --- ## Version & Updates This documentation reflects Inro as of February 2026. For the latest features and updates, check the in-app changelog or blog.