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Instagram Direct Messaging
Once you connect your Instagram account (which must be linked to a Facebook Page and Meta Business Suite), incoming Instagram DMs appear in your Conversations tab with the Instagram channel indicator.
You can only reply via Instagram DM if the contact has sent your business a message through Instagram first. If they have not, the Instagram option will not appear.
Composing Instagram messages
All the standard message tools are available:| Tool | How to access |
|---|---|
| Emojis | Smiley face icon — search or browse categories |
| File attachments | Paperclip icon — select from your system |
| Snippets (SMS templates) | Paper icon — choose from saved templates |
| Trigger links | Lightning bolt icon |
| Custom values | Tag icon |
| Payment request | Dollar sign icon → fill in invoice details → Copy link |
| AI Bot | Toggle the bot icon to enable automated responses |
| Expand / collapse message box | Icons at the top right corner |
Facebook Messenger
Connect your Facebook Page through Meta Business to receive Messenger conversations in Hoop.
Facebook messaging settings are only available for Facebook Pages connected to Meta Business.
You can only reply via Messenger if the contact has messaged your business through Facebook first.
Composing Facebook messages
The same toolbar as Instagram is available, plus:- Internal Comment — switch to the Internal Comments channel to leave a private team note without the client seeing it.
- Message box resize — minimize or maximize the composer; your draft is preserved either way.
Composing WhatsApp messages
Compose your message
Write your message. You can include links, images, and custom values just like any other channel.
WhatsApp voice notes
Send audio voice notes directly in WhatsApp conversations.Grant microphone permission
The first time you record, Hoop will request microphone access. Grant it in your browser or device privacy settings.
Record
Click the microphone icon to start recording. Speak clearly.
Maximum voice note duration is 10 minutes.
Use cases for voice notes
Use cases for voice notes
- Customer support — explain complex issues with a personal, human touch.
- Special offers — announce promotions enthusiastically to drive engagement.
- Feedback requests — personalized audio requests feel more genuine and get more responses.
Voice note troubleshooting
Voice note troubleshooting
- Microphone not working — check browser or OS permissions for microphone access.
- Can’t find the microphone icon — ensure there is an active WhatsApp conversation (voice notes cannot be sent to contacts without an open conversation).
- Audio quality issues — minimize background noise and speak directly into the microphone.
- Sending issues — refresh the page or restart the browser.
