Why DMs decide the sale
Saudi shoppers don’t scroll a website to compare prices — they message the brand. They want size, availability, shipping date, and a final price. The first store that answers in under five minutes usually wins the order, regardless of who has the better Instagram grid.
The problem with one shared phone
Most e-commerce teams put Instagram DMs on a manager’s phone or a single shop login. That phone becomes a bottleneck: messages get missed at night, on weekends, and during peak hours. There’s no record of who promised what, no link between the chat and the eventual order, no analytics on conversion.
What changes with a unified inbox
Move Instagram DMs into DutiesBook and your team gets one shared queue. Multiple agents can answer in parallel without stepping on each other. Every chat ties to a customer profile that also covers WhatsApp, email, and Messenger — so the third time the customer comes back, the agent already knows what they bought before.
- SLA timers on every conversation so messages don’t age past five minutes.
- Quick-reply templates for sizes, availability, and shipping windows in Arabic.
- Order linking — paste the order number and the chat is tagged with the cart value.
Funnel visibility that wasn’t possible before
With chats in DutiesBook you can finally answer the question every founder asks: how many DMs turn into orders? Tag conversations with their outcome — abandoned, ordered, refunded — and the dashboard shows conversion by agent, by product line, by hour of day.
How DutiesBook helps
One workspace, every Instagram message threaded with the customer’s full history. Auto-replies for off-hours so the buyer knows you’ll respond at 9 AM. AI suggestions that draft a response in your brand voice. Book a demo and we’ll mock it up with your own product catalog.