Quick Summary
Define SLAs, automation flows, and escalation paths for Instagram support.
Why It Matters
DMs and comments are public touchpoints. Mistakes damage trust instantly.
Team Structure
- Frontline agents, subject-matter experts, crisis team.
- SLAs: first reply time, resolution time, CSAT.
Processes
- Prepare response templates and automation.
- Integrate CRM data for full context.
- Notify PR/legal for high-risk conversations.