Relevant answers to product questions
Use your own catalogue details, policies and instructions when customers ask for information before buying.
AI support for Instagram
Turn Instagram DMs into an organised customer support channel
Connect Instagram to Responses, answer recurring customer questions from your business knowledge and give your team one clear place to follow every conversation.
What Responses brings together
- Customer DMs in the same inbox as your other channels
- AI drafts grounded in product details and policies
- Conversation history ready when a teammate steps in
Treat Instagram messages like support conversations, not isolated notifications
Customers use Instagram DMs to ask about products, delivery, availability and existing orders. When those messages live only inside a social inbox, it is easy to lose context or answer the same question differently from the rest of your support team.
Responses connects Instagram to the same workflow used for your other customer channels. The AI can prepare answers from your business knowledge, while assignments, statuses and conversation history make it clear what has already happened and when a person needs to take over.
How Instagram AI support works
Connect your Instagram business channel
Use the supported account connection so incoming customer DMs can enter your Responses workspace.
Ground replies in your business knowledge
Add the policies, prices and product details that should be used when customers ask questions on Instagram.
Review, send and keep the context
Let the team review drafts or use configured automatic sending, with the full exchange retained in the shared inbox.
A support workflow designed for customer DMs
One place for follow-up
Keep the customer message, AI draft, sent reply and current status together instead of reconstructing the exchange later.
Team access with context
A teammate can open the conversation, see what has already been said and continue from the same point.
Consistent communication
The same business knowledge guides Instagram replies and answers on your other connected channels.
Instagram conversations Responses can help organise
Pre-purchase questions
Answer questions about sizes, availability, delivery regions and product differences while interest is still high.
Routine policy questions
Give consistent information about exchanges, returns and other documented customer processes.
Messages that need a teammate
Keep the full thread ready for a person when a customer needs an exception, detailed investigation or personal assistance.
Frequently asked questions
Can Responses answer customer questions in Instagram DMs?
Responses can use the customer message and your business knowledge to create a reply for the connected Instagram conversation.
Can my team review Instagram replies?
Yes. Teammates can review and edit AI drafts, send replies and take over the conversation with its history available.
Will Instagram messages appear with other channels?
Yes. Responses brings supported customer channels into one workspace while preserving the source of each conversation.
What should I add to the knowledge base?
Add the product details, prices, shipping information, return policies and instructions your team normally uses to answer Instagram customers.
Start with one channel