Persisting Instagram Story Mention media beyond 24hr expiry for Care Console response
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Manish Bhatia

Published:

07/14/26 6:26 PM

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Instagram Story Mentions come into Sprinklr as a Story Mention Direct Message. Agents are able to reply from the Care Console even after the native 24hr Story expiry window; the reply channel (DM) itself stays open. However, once the Story expires natively, the media preview is no longer available. This means agents responding after 24hrs have no visual context on what the customer was actually mentioned in.

Is there a way to configure a rule (via Case Creation Rules, Case Maker, or Inbound Rules) that downloads/persists a copy of the Story mention media into Sprinklr (e.g., attached to the Case, or saved to Asset Manager/DAM) at the time the message/DM first comes in.

There is a manual download option for the story asset media (refer snip below). Is there a way to automate this?

Service Product Office Hours Group
Customer Service

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