Instagram Conversation Grouping

Index:

1. How it works

How it works

Starting from August 16, 2023, Instagram has introduced a threaded conversation grouping format for comments and mentions.

What does this mean?

It means that interactions in comments and mentions on Instagram are now grouped within the Smart Care as parent comments and child comments, just as they are displayed on the social network. In other words, within Smart Care, users can now understand the context of the conversation from the beginning.

Until now, for these specific cases on Instagram (comments and mentions), interactions were grouped by user. This method of grouping did not make the operator's daily tasks easier because, often, they had to access the social network itself to understand the context of the support they were providing.

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃