Does this sound familiar?
“I know this customer messaged about our holiday hours. But now I can’t remember whether it was through Instagram, Facebook Messenger, or WhatsApp! Now I’m scrolling endlessly trying to find it.”
If you’re nodding along, welcome to the club of social media messaging madness. With Meta AI pushing its platforms to the forefront, managing cross-platform messaging has become the latest challenge for businesses. Facebook users expect seamless support on Messenger, Instagram users want answers in their DMs, and WhatsApp accounts just add to the chaos. It’s like running a circus where you have to juggle while walking a tightrope. Fun, right?
No, not really.
But here’s the good news: there’s a fix. In this guide, we’ll break down how to merge your Instagram, Messenger, and WhatsApp messages, so you can actually keep up.
Why Should You Care About Cross-Platform Messaging?
Because your customers do! They want consistency, whether they’re on their Facebook page, Instagram profile, or WhatsApp. And they don’t want to hear excuses about how you’re managing three different apps. They just want answers. So let’s talk solutions — starting with Meta’s vision to streamline communication.
Meta’s been working on blending Messenger and Instagram messages into one inbox and hinting at WhatsApp being next in line for integration. The goal? An all-in-one messaging hub where users across the board — be it an Instagram user or a Facebook user — get answers without you having to switch apps every two seconds. Cue applause.
But in 2024, new regulations like the EU’s Digital Markets Act (DMA) have thrown a wrench into full cross-platform integration. Although Instagram and Messenger are playing nice together, WhatsApp remains a tough nut to crack. Meta is battling regulatory requirements, and the highly-anticipated WhatsApp merge is still out of reach — unless you’re using third-party to bridge the gap.
But if you don’t want to wait for Meta to get its act together, there are workarounds to combine your messages right now.
The Workaround: Social Media Management Tools
Meta AI hasn’t released full cross-platform messaging yet, but that doesn’t mean you’re doomed. Platforms like Agorapulse and Sprout Social allow you to merge messages from Instagram, Messenger, and Facebook into one dashboard. With just a few clicks, you can assign a team member to a conversation and respond directly from your desktop. No more logging in and out of different apps on your phone.
And since most of these tools don’t integrate WhatsApp yet, Shift is your best bet for combining WhatsApp chats with the rest of your social media convos.
Pro Tips for Managing Your Social Media Messages Like a Boss
Now that you’ve got your social inboxes merged, you’re probably wondering how to handle the volume of messages pouring in. The answer? Automation, baby. With chat marketing platforms like Manychat, you don’t need to respond to every message manually.
Here’s how you can automate your DMs while still delivering top-notch customer experiences:
1. Set default replies
Automating your initial response is a must. Manychat lets you create Default Replies — canned responses that welcome Instagram users, Facebook users, and WhatsApp account holders alike. These replies set expectations from the get-go by offering an estimated wait time and asking what the customer needs.
This is crucial because people expect a response yesterday. Setting up a quick automated message can help buy you time while keeping customers informed that their message hasn’t been lost in the ether.
2. Build custom flows for FAQs
Want to avoid answering the same question for the millionth time? Create custom Flows for your most frequently asked questions. Whether it’s questions about store hours, appointment scheduling, or product availability, build a Flow that tackles it all.
For instance, if someone sends a Facebook message about your store hours, you can automatically send them a link with the info. Instagram profiles might get a swipe-up option, while WhatsApp users get a direct message with the same info.
3. Master the waterfall method
Since Facebook Messenger is where most business interactions start, the Waterfall Method can help you engage potential customers across other platforms. Here’s how it works: When a Facebook user starts a conversation, you capture their email for future retargeting. If they stop engaging on Messenger, you hit them with a follow-up email, and if that doesn’t work, you switch to SMS. Each “flow” pulls them further down the waterfall, using different channels to keep the convo alive.
The beauty? This method works on autopilot through Manychat, ensuring no customer slips through the cracks, whether they’re on a Facebook page, an Instagram profile, or chatting from their WhatsApp account.
Streamline, Automate, Dominate
Running a business across multiple platforms doesn’t have to be a nightmare. Whether you’re juggling Facebook, Instagram, or WhatsApp, cross-platform messaging is the key to keeping your sanity. Use tools like Agorapulse, Sprout Social, or Shift to merge your inboxes, and let automation handle the heavy lifting when it comes to replies.
Don’t have time to manage all your social convos manually? Manychat’s got your back with powerful flows and smart automations that take care of business while you sleep.
