How to enable the HiTide & Statusbrew integration for improved Conversation Routing

Purpose:

Follow these steps if you use both Statusbrew and HiTide. We've integrated together for a smooth customer experience.

✨ With this integration, any new Instagram DMs sent or received as a part of a HiTide campaign will automatically exist as a "Closed" conversation in Statusbrew. This helps keep things simple for your support team and avoids unnecessary Statusbrew inbox clutter. If for any given conversation set to "Closed" the same user subsequently sends a message unrelated to the HiTide campaign, the conversation in Statusbrew will be set to "Open" again, and you will have access to full message history. And of course, you can move "Closed" conversations to "Open" manually in Statusbrew at any time. Nice, right?! ✨

1. Set HiTide as the Default routing app

a. Go to Facebook / Manage Page / Settings

Statusbrew

b. Select “New Pages Experience“

Statusbrew

c. Select “Conversation routing“

Statusbrew

d. Select “Instagram“ then press “Set up“

Statusbrew

e. Select “HiTide” as the default routing app and make sure to activate the ”Allow this app to take control of conversations” option, then press ”Save”

Statusbrew

2. In HiTide, select Statusbrew as the Customer Support app

a. Go to Settings / Conversation Routing and press ”Set up”

Statusbrew

b. Select “Statusbrew“ and press “Save“

Statusbrew

That's it! Easy right?