You can now extend your Gorgias Rules using attributes from a customer’s Instagram profile — across all Instagram channels, including DMs, comments, ad comments, and mentions.

With these new conditions, you can filter and automate based on who your customers are on Instagram, not just what they say. That means smarter routing, tagging, prioritization, and assignment — so your team can focus on the conversations that matter most.

What’s new?

If you have the Instagram integration enabled, you’ll now see a new “Instagram Profile” dropdown when building a Rule.

From there, you can create conditions using the following attributes:

  • Verified status (is / isn’t verified)

  • Follower count (greater than / less than / equals)

  • Whether they follow your business

  • Whether your business follows them

  • Username (equals or matches specific patterns)

These attributes apply to tickets coming from Instagram channels only.

Note: Instagram profile data is collected asynchronously. This means the profile attributes may not yet be available at the time a Rule runs on the first message of a ticket. If so, the conditions will be evaluated and applied starting from the next message in the conversation.

Why this matters

By leveraging Instagram profile data in your Rules, you can build more powerful and personalized workflows, such as:

  • Prioritizing messages from verified accounts or high-follower creators

  • Automatically tagging VIP customers or influencers

  • Routing non-followers to specific queues

  • Flagging specific usernames or handle patterns for moderation or escalation

  • Assigning ad comment responses to a dedicated team

This gives your team greater visibility and control — helping you deliver faster, more relevant responses across your Instagram conversations.

How to get started

  1. Go to Automation → Rules

  2. Create a new Rule or edit an existing one

  3. Under conditions, select Instagram Profile

  4. Choose the relevant attribute and configure your logic

That’s it — your Instagram workflows just got a whole lot smarter 🚀