Instagram DMs – Smart Inbox FAQs
Everything you need to know about how Instagram DMs work inside BrandBastion’s Smart Inbox.
Which types of Instagram DMs show up in the Smart Inbox? Does it include Message Requests?
Yes.
BrandBastion's Smart Inbox includes all types of incoming Instagram DMs:
Primary messages
General messages
Message requests (from users you haven’t interacted with before)
If you reply to a message request through the Smart Inbox, Instagram will automatically move that conversation to the main inbox. This is a default behavior from Instagram, not something BrandBastion customizes.
When we reply to a message request via BrandBastion, does this automatically accept the Message Request so it's moved to the main messages folder on Instagram?
Yes. When you reply to a message request via BrandBastion, Instagram automatically treats that reply as acceptance of the message request. As a result, the conversation is moved from the "Message Requests" folder to the main inbox (Primary or General) on Instagram.
This is a native behavior of the Instagram platform, not something specific to BrandBastion. The same would happen if you replied directly from the Instagram app.
Can I filter by Instagram DMs and Story Replies in the Smart Inbox?
Yes.
BrandBastion's Smart Inbox offers flexible filtering so you can focus on specific types of private and public conversations. Available filters include:
Owned Private > Direct Messages (DMs)
Owned Private > Story Replies
Earned > Story Mentions
This makes it easy for teams to tailor their workflows, whether they’re managing support, influencer outreach, or community engagement.
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 “reading/opening” a DM via BrandBastion send a read receipt?
No. Viewing a message in the Smart Inbox does not send a read receipt to the user. This allows teams to review and triage messages without making it appear to the user that the message has been seen.
Can I sort between Primary and General messages like it’s currently formatted in Instagram?
Not at this time. Instagram’s API does not expose whether a message belongs to the Primary or General inbox. Because of this limitation, BrandBastion cannot offer separate filters that replicate Instagram's native sorting.
What you can do instead:
Use internal tags or notes to label conversations by type (e.g., "Affiliate", "Potential Partner", "Customer Support") to create a custom workflow. You can automatically add these tags too.
Can you see the number of followers of a user who DM’d my brand?
If you have the Influencer Detection add-on enabled, yes.
You’ll be able to view follower count and other influencer-level insights as long as:
The user has a creator or professional account, and
They have at least 100 followers.
This can help your team quickly identify high-value conversations or potential influencer partnerships in the inbox.