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Instagram DM automation

Instagram DMs, answered while you post.

Connect your Instagram professional account and Aide answers direct messages with product carousels, order cards and quick replies. Your team picks up in the same inbox.Every plan, Free included · · By
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Short answer

Aide's AI agent answers direct messages to your Instagram professional account with product carousels, order and tracking cards and quick replies, inside Meta's 24-hour window. Story mentions, shares and replies arrive in the conversation as links, and anything needing a person goes to your team's inbox.
What Aide handles in DMs
Stock and sizingProduct carouselsOrder statusTrack packageReturnsQuick repliesStock and sizingProduct carouselsOrder statusTrack packageReturnsQuick repliesStock and sizingProduct carouselsOrder statusTrack packageReturnsQuick replies
Share my phoneStory repliesStory mentionsPhotos and videoRatingsTalk to a personShare my phoneStory repliesStory mentionsPhotos and videoRatingsTalk to a personShare my phoneStory repliesStory mentionsPhotos and videoRatingsTalk to a person
Connect
Through the Facebook Page your professional account is linked to.
What arrives
Direct messages, with story mentions, shares and replies as links.
Reply window
Within 24 hours of the customer's latest message.
Finding orders
Shoppers share their phone number with one tap to verify.
Ratings
Quick replies after an answer, recorded without another message.
Your team
Replies sent from the Instagram app show in the conversation.
In the DMs

From a story reply to a sale

Shoppers message the brand they just saw. Aide answers from your catalog and orders while they are still in the app.

Aide reads stock, options and prices from your Shopify products and sends the product as a card with a button to its page.
Customer
Saw your story. Is the Sage Linen Overshirt in stock in medium?
Aide
It is. The Linen Overshirt in Sage, size Medium, is in stock at $68.00. Here it is if you'd like it.
✓Story reply · Product card · In stock

Several products go out as a carousel of up to 10, so the shopper can swipe instead of reading a list.
Customer
Any gift ideas under $50?
Aide
Here are four favourites under $50: the Canvas Tote, the Ceramic Mug Set, the Wool Beanie and the Candle Trio.
✓Product carousel · 4 products under $50

A shopper Aide can't yet match to your store gets a Share my phone button. One tap fills it in from their account and counts as verified.
Customer
Where's my order? I ordered last week.
Aide
Your order #3391 shipped Monday with FedEx and should arrive Friday. Tap Track package to follow it.
✓Phone shared with one tap · Order #3391 verified · Order card

A quick reply hands the conversation to your team at once, and the teammate sees the whole thread.
Customer
Talk to a person
Aide
Of course. I've passed this to our team, and someone will reply here.
✓Tapped: Talk to a person · Handed off
Setup

From your account to live replies

Connect through Facebook

Choose the Facebook Page your Instagram professional account is linked to. No linked Page? Link one in Meta Business Suite.

Test with your account

The account only watches while you add your @username as a test sender and send a DM.

Go live

Choose the agent and go live. Your team answers from the same inbox as email and chat.

What your team sees

Each Instagram account is its own inbox in Aide, next to email and chat. Under each Aide reply, your team sees what the shopper received, such as the carousel or the order card, and which quick reply they tapped.

Questions Aide couldn't answer in DMs join the same nightly list of knowledge gaps as every other channel, so one fix to your knowledge covers them all. When your team rewrites a reply, Aide learns the tone from it, tests the change, and keeps it only if it does better.

Frequently asked questions

Yes. Once the account is live, Aide answers each new direct message from your knowledge, your Shopify products and the shopper's orders, and hands anything it shouldn't handle to your team.

Instagram's own formats, such as product carousels, cards with a button, and quick replies to tap. Button labels are in the shopper's language and shortened to fit, and a longer answer is sent as up to three messages.

Yes. A reply sent from the Instagram app is recorded in the conversation as your teammate's and hands the conversation to people, so Aide stops replying there.

Meta allows replies for 24 hours after the customer's latest message, for Aide and your team alike. The conversation shows the time left, and a new message from the customer opens a fresh 24 hours.

By AI replies, the same on every channel. Each DM Aide replies to counts as one, replies from your team are free, and Free includes 150 a month.

Related

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150 AI replies a month on the Free plan, with every feature included. No card needed.

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