When a conversation can't be answered from DM Tracker, for example, outside the 24-hour window, DM Tracker sends you to the original chat to reply there. On desktop, you can choose where that is: Instagram or Meta Business Suite. On mobile, it is always the Instagram app.
Which one to pick
Instagram (default): opens the Instagram app on mobile, or the contact's profile on desktop. Best for teams that reply from their phone using the Instagram App.
Meta Business Suite: opens the exact conversation in the Business Suite inbox, in a new browser tab. Best for agencies and teams that manage client inboxes from Metas Business Suite on desktop.
How to change it
Go to Settings > Connections.
Under your Instagram connection, find Redirect team members to.
Pick Instagram or Meta Business Suite. The change saves right away and applies to everyone in the organization.
Where it applies
The Open Instagram to reply or Open Business Suite to reply button in the inbox chat, when sending from DM Tracker isn't possible.
The Open chat button and the profile picture in the contact details panel.
The open-chat button in your Telegram notifications.
Good to know
Business Suite needs you to be logged into Meta with access to that Instagram account. Otherwise you land on the Business Suite login, or on the inbox without the chat selected.
A contact with no messages in DM Tracker yet opens in Instagram, since there is no conversation to show in Business Suite.
Messages the contact sends afterwards still land in your DM Tracker inbox, whichever option you use.
Need more help?
Message us through the chat bubble in the app and we'll help you pick the right setup.