See response given via Instagram in Trengo ticket

Customer wants to see the response they give via Instagram (via the app) back into the Trengo ticket as a response as well, to keep the conversation complete.


Note: This feature has been requested by existing customers but only documented internally. Moving this to our external community for universal visibility.

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  • Hi there, I would really like this feature. In addition, I have an example which would also be a nice addition.
    Exmaple: A customer sent us a request via instagram DM. I responded to this and closed the ticket to await their response. Their response sadly comes in as a new ticket, which kind of breaks the conversation. 

    Is it possible to have this in one ticket, rather than new ones. Cheers!

      • Daniela Backman
      • Customer Success Manager
      • Daniela_trengo
      • 3 mths ago
      • 1
      • Reported - view

      Sebastian Slob To make sure the reply comes into the same ticket even after it is closed, please check the setting "Reopen closed conversations" in your Instagram settings (on Trengo).

      Like 1
    • Daniela Backman That explains a lot, thanks! 😄

      Like 1
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