Turn Instagram and Messenger DMs into owned support tickets.
Turn social conversations into owned tickets with context, handoffs, and a complete decision trail.
Instagram and Messenger messages arrive as tickets with statuses, priorities, and history. The AI answers what it is sure of, shows its confidence, and flags the rest for your team — with its guardrails visible.
For teams serving customers through Instagram and Messenger without a dedicated support desk.
Give every customer message an owner, context, and decision.
Channel is deliberately specific about the networks it supports and the controls your team receives.
- Instagram + Messenger
- Route connected conversations into one support queue without claiming channels the product does not yet ship.
- Owned tickets
- Assign a status, priority, and teammate to every conversation so service does not depend on a shared social login.
- Order context
- Attach a live Shopify order to the thread and answer fulfilment questions from the same screen.
- Visible guardrails
- Show confidence, cited sources, blocked drafts, and the reason a proposed answer was withheld.
This is Channel.
Built from the product's own components and design tokens — the spacing, density, and status colours here are the ones you get after signing in.
Support queue
- T-1042 · InstagramStock question · draft ready, sources cited92%
- T-1043 · MessengerOrder status · linked to order #1043In progress
- T-1044 · InstagramRefund request — guardrail withheld the draftEscalated
- T-1039 · MessengerResolved · full exchange archivedClosed
A social DM becomes owned work.
Instagram · @customer
Ticket T-1042
Is the lavender set back in stock? I need it by Friday.
Draft: Yes—restocked this morning. Order before 2pm and it ships today.
Decision support
No DM left in a personal inbox
Connected conversations enter one team queue with ownership and status.
Answers grounded in the business
Drafts can use product and operational context, with confidence and guardrail reasons shown.
Clean human handoff
Send the proposal, edit it, or take over while preserving the full conversation.
From first DM to traceable resolution.
Connect the supported Meta channels, then triage and reply from the same ticket surface.
Connect your pages
Instagram and Messenger route into one queue.
01AI triages
Confident answers are drafted; risky ones are flagged.
02Your team decides
Send the AI reply, edit it, or take the conversation over.
03Resolve and forget
Closed tickets archive themselves with the full trail kept.
04The mechanisms behind Channel.
Not features — the guarantees. Each one is enforced in the product rather than promised in a policy.
- Ownership, not luck
- Connected conversations become tickets with an assignee and a status. Nothing depends on who happens to be logged into the social account.
- Guardrail reasons survive
- When a draft is withheld, the reason is kept and shown. You can see what the agent wanted to say and why it was stopped — refusals are not silent.
- Answers cite their source
- Stock claims come from live inventory and shipping cutoffs, and the draft names what it used, so a wrong answer is traceable to a wrong record.
- Full trail on archive
- Closing a ticket archives the entire exchange — customer messages, drafts, edits, and the human decision at each step.
Triage — the agent you nominate.
Channel triage is off until you turn it on, and it runs as an agent you choose rather than one we impose. You nominate the agent, and its prompt is yours to edit.
- Triage stays off unless an agent is explicitly nominated for it
- The nominated agent drafts and classifies; replies wait for review
- The triage prompt lives on the agent row, so you can read and change it
Better together.
The modules share one organization record — connections are built in, not integrations to configure.
Evaluating Channel? Start here.
Direct answers about local fit, controls, and how the module works with the rest of ThePlatform.
- Which social channels does ThePlatform currently support?
- Channel currently supports Instagram and Messenger conversations. The page does not advertise WhatsApp or generic omnichannel support.
- Does every social DM become a ticket?
- Connected conversations enter a shared queue where they can receive an owner, status, priority, order link, and resolution history.
- How does the AI handle an uncertain answer?
- The draft shows its confidence and sources. If a guardrail blocks it, the rejected response and the reason remain visible for the team to review.
- Can a teammate see who changed or sent a reply?
- Yes. The ticket history keeps the customer messages, AI drafts, human edits, decisions, and teammate attribution together.
Make social support feel like an operation, not an interruption.
Put Channel to work inside the same platform as the rest of your operation.