THE CUSTOMER SEES
A familiar DM.
A thoughtful reply.
Customers stay in Instagram. Product photos and clear answers make the experience feel personal.
MILL + INSTAGRAM
A little interest.
A lasting connection.
Bring Instagram direct messages into Mill. Turn a product photo, a quick question or a new enquiry into a conversation your whole team can take care of.
Connect Instagram
AURELIA STUDIO / THE DETAILS
Worth a
closer look.
Sophie sent a message
Are the pearl drops removable?
FROM DISCOVERY TO DIALOGUE
The detail that
makes it theirs.
Turn a saved photo into a personal conversation. Help someone choose a finish, see a detail or find a matching piece, with their Instagram DM right in your shared inbox.
01 / THE FINISHGold, silver,
Gold, silver,
or a little advice?
Answer the question behind the picture. Give every DM a person, a useful reply and a place in your team’s day.
9:41
A
Aurelia StudioBusiness account
TODAYPearl drop hoops · Aurelia Studio
Hi! I love these earrings. Are the pearl drops removable?9:41
Hi Sophie! Yes — wear the gold hoops on their own, or add the pearls. Here’s a closer look.9:42
Pearl drop hoops · Aurelia StudioPerfect for my wedding. Are they available in yellow gold?9:43
Yes, these are the yellow-gold finish. I can also help you choose a matching necklace.9:43
Message…
A familiar DM.
YOUR TEAM GETS
Context.
Clarity. Ownership.
Assignments, internal notes and Reply Assist help the right person pick up the conversation.
THE OPERATOR’S SIDE
Behind every detail,
a team that cares.
See the Instagram label, pick up the conversation and reply from Mill. Keep assignments, private notes and the customer’s messages together.
Know the channel
A clear Instagram label keeps the source of each conversation visible.
Share the responsibility
Assign an operator and use internal notes to keep your team aligned.
Reply where it started
Your answer goes back to the customer’s Instagram conversation.
FROM CONNECTION TO CONVERSATION
Make Instagram
part of your team.
A separate integration, a familiar inbox. Set it up for the company you manage in Mill.
Choose Instagram in Mill
Open Integrations for your company and select Instagram.
Connect your professional account
Sign in with Meta and select the Facebook Page linked to your Instagram Business or Creator account.
Enable message access and say hello
Allow access to messages in Instagram’s Connected tools settings, then test your first DM in Mill.
GOOD TO KNOW
Instagram,
with Mill.
Questions about connecting and working with your team.
Which Instagram accounts can I connect?
Connect a professional Instagram Business or Creator account linked to a Facebook Page. Enable Allow access to messages in Instagram’s Connected tools settings.
Will customers still use Instagram?
Yes. Your customers stay in Instagram DMs while your team answers from Mill.
Can I share product pictures?
Yes. Instagram conversations support images and audio. Use images to answer questions about colours, materials and product details.
Does this integration publish posts or manage comments?
This integration is for Instagram direct messages. It does not publish feed posts or manage public comments.
Can Instagram messages use the same AI knowledge as my website chat?
Yes. Connect the channel to the appropriate brand and configure Mill AI with that brand’s knowledge. Operators can also use Reply Assist when preparing replies.
BRING THE REST OF YOUR CONVERSATIONS
WhatsApp
Messenger
Telegram+
Turn Instagram DMs into better customer relationships.
Give your customers a familiar way in.
Give your team a better way to reply.