Can I reply to comments made on Page Backed Instagram Accounts?
Due to the API restrictions, it's not possible to reply to ad comments on PBIA posts. Since there's no real Instagram account to reply from, you can't reply to these comments.
What are Page-Backed Instagram Accounts?
Page-backed Instagram Accounts (PBIAs) are "shadow" Instagram accounts created for the sole purpose of running ads on Instagram - brands use these when they want to run ads on Instagram, but they don't have an Instagram account.
How can you identify if a comment was made on a Page-Backed Instagram Account?
The account name will show something like @brand8 or @brand121 instead of just "@brand" OR the account name will show as ""undefined pure ad" instead of the account name.
If you go to the Instagram post natively, you will see that the username is greyed out and unclickable.
Which Instagram DMs show up in the Smart Inbox?
All types of incoming Instagram DMs are captured, including:
Primary messages
General messages
Message requests (from users you haven’t interacted with yet)
When you reply to a Message Request via the Smart Inbox, Instagram automatically moves the conversation to the Primary or General inbox. This is native Instagram behavior, not a BrandBastion customization.
Does replying to a Message Request automatically accept it?
Yes.
Replying to a Message Request in the Smart Inbox automatically accepts the conversation and moves it into the main inbox (Primary or General).
This mirrors Instagram’s native behavior — the same would happen if you replied inside the Instagram app.
Can I filter by DMs and Story Replies?
Yes.
Smart Inbox offers flexible filtering options to target specific private and public interactions:
Owned Private > Direct Messages (DMs)
Owned Private > Story Replies
Earned > Story Mentions
Note: Story replies and story mentions can be part of a broader DM thread with a user. So when you apply a filter like "Story Replies," the system will return the entire DM thread where the story reply occurred—even if that thread also includes other types of messages. This ensures full visibility into the conversation’s context.
Does opening a DM via BrandBastion send a read receipt?
No. Viewing a message inside the Smart Inbox does not trigger a read receipt to the user.
Why it matters: Teams can triage and prioritize without users knowing the message has been opened.
Can I sort between Primary and General inboxes?
Not currently.
Instagram’s API does not provide data on whether a message belongs to the Primary or General inbox.
Workaround: Use internal tags or notes to organize conversations by type (e.g., Affiliate, Support, Potential Partner). Tags can also be automatically applied based on triggers or workflows.
Can I see the follower count of users who DM my brand?
Yes — if you have the Influencer Detection add-on enabled.
You'll be able to view:
Follower count
Other influencer insights
Requirements:
The user must have a creator or professional account, and
They must have at least 100 followers.
This helps you quickly prioritize high-value conversations and spot potential influencer partnerships.