Why DMs fall behind
Shoppers message brands where they found them, and that's often Instagram or Facebook. When DMs sit in a separate tool or get canned replies, customers wait longer than on email and get different answers to the same question.
- DMs often get checked last
- Canned replies can't look up an order
- Answers drift from your email policy
How Yuma resolves DMs
Private social messages are handled by Support AI with the same Handbook, actions and handoff rules as every other ticket. Yuma finds the customer and their order, asking for an order number or email when it needs one, takes the action and replies in the thread. Social DMs are one of the channels Yuma 2.0 runs from one Handbook.
Public comments and mentions are handled separately by Social AI.
A size swap in an Instagram DM
A shopper messages a fashion brand on Instagram asking to exchange a dress for a smaller size. Yuma finds her order, checks stock, creates the exchange and explains the next steps, all in the DM thread. She never has to switch to email or wait for an agent.
Benefits
01Speed
DMs answered fast
DMs get the same quick answers as email, at any hour.
02Action
Real actions in DMs
Not just answers: exchanges, refunds and tracking, done inside the conversation.
03Focus
Your team on real exceptions
Sensitive cases go to your team with the conversation and order attached.
04Consistency
One standard everywhere
DMs follow the same policies as email, while public comments go to Social AI.
Yuma
Step by step
- 01
Receive the DM
A private message arrives from Instagram or Facebook. - 02
Match the customer
Yuma links it to the customer and their order, asking for details if needed. - 03
Resolve with your playbooks
It follows the same Handbook playbooks as email, including actions. - 04
Reply in the thread
The answer goes back in the DM, in the tone set for that channel. - 05
Hand off with context
Anything that needs a person goes to your team with the full conversation.
