# 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.

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.

Source: https://aide.app/channels/instagram · Updated 2026-11-07 · By Ziyad Basheer

| | |
|---|---|
| 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. |

## 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.

### Is it in stock?

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

### Show me a few

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

### Where is my order?

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

### Talk to a person

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

## 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.

## Good to know

- Aide answers direct messages, not comments on your posts.
- Disconnecting Facebook also disconnects the Instagram accounts linked through it.

## Frequently asked questions

### Can Aide auto reply to Instagram DMs for my store?

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.

### What does a shopper see in the reply?

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.

### Can my team still reply from the Instagram app?

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.

### How long after a DM can we reply?

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.

### How is an Instagram AI chatbot priced in Aide?

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
- [WhatsApp support that knows the order.](https://aide.app/channels/whatsapp)
- [Answer Facebook Messenger with the order in hand.](https://aide.app/channels/messenger)
- [Aide Chat: the AI chatbot for ecommerce](https://aide.app/chat)

Start free: https://my.aide.app/register