Instagram and Facebook post context in direct messages

Business problem

When a customer sends a direct message on Instagram or Facebook in response to a specific post, the inbox only displays the incoming message text. Agents cannot see the original post being referenced, leading to a lack of context regarding the specific campaign, product, or content the customer is inquiring about.

Wished result

The original Instagram or Facebook post should be visible within the Trengo ticket when a customer initiates a conversation via a post reply. This allows agents to understand the context immediately, providing more accurate responses and reducing the need for follow-up questions to clarify the customer's intent.