Solve support questions and check back

Automated support follow-up & routing

By inro.social

What this automation does

• Auto-handles support questions received via Instagram DMs (triggered by the keyword HELPDESK)
• Responds with a quick self-serve fix: log out, close the app, and log back in, then try again
• Waits up to 20 hours for a reply, then asks: Just checking in. Did that sort it out?
• If not resolved, escalates to a human: notifies the team, logs the conversation to Needs a human, and prompts a human reply
• Sends an email alert with context to the team; records the initial and latest messages
• When resolved, moves the chat to the Resolved folder

How it works

• Trigger: incoming DM containing HELPDESK
• Actions flow: answer -> wait for reply (20h) -> check-in -> escalation OR resolve -> folder tagging and alerts
• Admin controls: folder actions and email alerts for status tracking

When to use

• To standardize first-line support in DM conversations
• To ensure timely human follow-up and escalation
• To maintain a clear audit trail of support threads