Ice Breakers, Menu & Links
The three ways customers start a conversation with you on Instagram.
Three features decide how easy it is for someone to start talking to you on Instagram — and what they see when they do.
Ice Breakers
Ice breakers are the suggested questions Instagram shows before a customer types anything.
Open the Ice Breakers section and click Add question.
Write the question text as the customer would ask it — "What are your business hours?", not "Business hours".
Set what happens when they tap it.
Save and Sync with Meta.
Ice breakers are the cheapest support you will ever build. Look at your Inbox, find the three questions you answer most, and make them tappable.
Persistent Menu
The persistent menu sits in the DM thread permanently, so customers can reach your key options at any point in the conversation.
Each entry has:
| Field | Purpose |
|---|---|
| Title | What the customer sees — "Talk to an agent" |
| Type | What it does |
| URL / Payload | Where it goes, or which bot step it triggers |
| Type | Behaviour |
|---|---|
| Web URL | Opens a link |
| Postback | Triggers a step in your chatbot |
Keep it short. A menu of three useful entries gets used; a menu of ten gets ignored.
Why the referral parameter matters
It arrives with the conversation, so you know which campaign, poster or page sent that person. Use a different parameter per placement and you can tell which one actually works.
Pair an ig.me link with a QR code: the printed code stays the same while the destination behind it changes with each campaign.