Instagram Ice Breakers and Persistent Menu help you create a structured and engaging messaging experience for users who DM your business.
You can configure both inside:
Integrations → Instagram → Persistent Menu
Instagram Ice BreakersIce Breakers are tappable questions that appear when someone opens your Instagram DM for the first time.
They encourage users to start a conversation without typing.
Ice Breakers help you:
Increase first-message engagement
Guide users toward key actions
Capture leads faster
Reduce friction in starting conversations
You can add up to multiple Ice Breakers (based on Instagram limits).
Practical examples:
View Pricing
Book a Call
Track My Order
Browse Products
Talk to Sales
FAQs
When tapped, the selected question is automatically sent as the user’s first message.
Go to Integrations
Select Instagram
Click Persistent Menu
Scroll to Ice Breakers
Click Add Question
Enter your Ice Breaker text
Click Save
Keep them short (2–4 words) Focus on common customer requests Connect them to automation rules Avoid long or complex phrases
For best results, create automation rules that respond when the Ice Breaker message is received.
Instagram Persistent MenuThe Persistent Menu is a permanent menu button inside your Instagram DM chat with users.
It allows customers to access key options at any time.
Unlike Ice Breakers (which appear only at the beginning), the Persistent Menu remains accessible throughout the conversation.
You can add different button types:
Postback ButtonTriggers an automation rule when clicked.
Example:
“View Pricing”
“Talk to Support”
“Book Appointment”
These send a predefined payload to your automation.
Web URL ButtonRedirects users to an external website.
Example:
Visit Website
Contact Page
Checkout Page
You’ll need to enter:
Button Text
Web URL
Go to Integrations
Select Instagram
Click Persistent Menu
Choose Locale (usually default)
Select Button Type:
Postback
Web URL
Enter Button Text
Add Web URL (if applicable)
Click Save
You can add multiple buttons depending on Instagram’s allowed limit.
Connecting Persistent Menu to AutomationFor Postback buttons to work properly:
Create an automation rule with:
Trigger:
Incoming Message equals the button payload
Action:
Send message
Add tag
Assign to staff
Start workflow
Example:
Persistent Menu Button: “Book Demo”
Automation:
Send booking link
Add “Demo Interest” tag
Assign to Sales Team
Feature | Ice Breakers | Persistent Menu |
Visible when chat starts | Yes | No |
Always accessible | No | Yes |
Best for | First interaction | Ongoing navigation |
Triggers automation | Yes | Yes (Postback type) |
Pro Tips Use Ice Breakers for first-touch engagement Use Persistent Menu for structured navigation Combine both with automation flows Keep button text clear and action-driven Test the flow before going live
Ice Breakers:
View Pricing
Talk to Sales
Track Order
Persistent Menu:
Contact Us (Web URL)
Support (Postback)
Visit Website (Web URL)
Before publishing:
Ice Breakers added
Persistent Menu buttons configured
Automation rules created for Postback buttons
Saved configuration
