Yes, Heavy Duty CRM allows you to manage both Facebook and Instagram direct messages natively within your unified inbox. This means you no longer need to hop between apps—conversations from both platforms come straight into your dashboard, organized by client and conversation history.
When a customer sends a DM, it’s captured as part of their CRM record, complete with timestamps and message content. You can reply directly from the platform, tag the contact, or trigger follow-up workflows—such as booking reminders or review requests—based on their inquiry.
Our system treats these DMs like any other customer touchpoint. That means automation sequences, task assignments, and data logging work consistently whether the message came via SMS, email, chatbot, or social. No matter how a lead reaches out, your team sees the full story.
Behind the scenes, this is powered by native social integrations that fetch messages in real time and display them within HDA’s interface. It keeps your customer communication centralized and ensures nothing slips through the cracks.
In short: yes—platform DMs are fully supported and integrated, so your customer conversations stay efficient, responsive, and consistent.
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