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Tired of jumping back onto the Instagram app to see previous conversations that occured Instagram direct messages? You will now have the full context for any Instagram direct message ticket, thanks to the automatic import of the customer’s past direct messages.

Now, when an Instagram direct message channel ticket is created for a customer for the first time, the ticket will get backfilled with the customer's entire previous conversation history (with up to 50 historical messages pulled from the Instagram app). You can now access the context of every Instagram DM conversation, regardless of where it originated.