Instagram Marketing

Every Instagram DM, answered and tracked

DMs land in the same team inbox as WhatsApp and Messenger, with the sender’s name and photo attached. The AI answers in seconds, comments on your ads get replies automatically, and leads from Instagram ads arrive already tagged.

DMs in one inbox Comment auto-replies AI answers in seconds
Instagram · 4:20 PMAI · your catalogue
Do you have the beige abaya in medium?
Yes, medium is in stock. Want me to reserve it and send the link?
Yes please 🙌
DM answered · order placed
What it looks like

A DM from a story reply, with a name and a face on it

Instagram conversations arrive with the sender’s profile, not a handle — and the answer comes from your own price list while they are still scrolling.

Instagram Direct · Saturday 11:20the id that arrived, and nothing it matches
Reply to a Story · 'Saturday shelf, Grainger Market' · posted 09:30
Is the green-spine crime paperback from the second photo still going? And how have I ended up back on your list — I told you lot to stop in July.
Still here, £34.00, and there's a foxed page 12 I'd want you to see before you commit. I'll put it under Marta until closing.
On the list — the stop you sent in July arrived on WhatsApp and it is still holding there. This is a separate thread with a separate record, and nothing on our side joined the two of them up.
Then stop here as well, please.
Opt-out recorded · channel: Instagram · stored against the id Meta sent with this message, character for character
Recorded — nothing further from us on Instagram. Owen is checking the email list by hand this afternoon, because that is a third record again.11:24
Book held under her name until closing. The July stop was real and it was WhatsApp's: an Instagram opt-out is kept as the opaque id arrived and compared verbatim, so it stops this channel exactly and no other. Carrying it across is Owen's job, never an inference of ours.
Before your first DM

Two things to connect, and both live in one login

If you already advertise on Instagram, you have everything you need.

  1. An Instagram professional account.A business or creator account, linked to the Facebook Page you already manage. One official Meta login connects both at once.
  2. Your knowledge base, in your words.Prices, services, what is included. The AI answers only from this, so the first reply sounds like your studio rather than a chatbot.
  3. Your calendar, if you book appointments.Google, Outlook or Apple. The AI then offers times that are genuinely free instead of promising that someone will get back to them.
The bill you should ask about

Instagram does not charge for answering a DM

Worth knowing before you compare tools that price per conversation.

Nothing we do sits between you and Meta’s invoice — that account is yours, and its billing is where the truth about ad cost lives.

Replies carry no message feeAnswering someone who wrote to you on Instagram costs nothing per message, so speed is free — the AI can answer every enquiry in seconds without a meter running.
Ads stay on Meta’s ratesClick-to-Instagram campaigns bill in your own Meta account exactly as they do now. Connecting the CRM changes nothing about what you pay Meta.
Our subscription is separateOne monthly price for the CRM, the inbox, the AI and the campaigns, with no per-seat fee and no share of your ad spend.
How to compare

Five questions to ask any Instagram DM tool

Ask them of us too. They separate an inbox from a bot bolted onto one.

  1. Does a DM keep its person?A handle is not a customer. Ask whether the conversation arrives with the sender’s name and photo, and whether it joins the same contact record as their WhatsApp thread.
  2. Who owns the thread?Instagram DMs are where two people answer the same customer. Ask how a conversation gets exactly one owner and what happens the moment somebody else replies in it.
  3. Does the AI answer from YOUR prices?Ask where its answers come from. If the vendor cannot name the file, the answers are coming from a model’s imagination and your reputation is paying for it.
  4. Do comments become conversations?Most interest on Instagram is public. Ask whether comments on ads and posts get an on-brand reply, and whether that reply can move the person into a DM.
  5. What reaches Ads Manager?Ask whether qualified leads and sales report back to the ad that produced them, matched and exactly once, so creative decisions rest on buyers rather than on saves and shares.
How it works

From the story reply to a booked appointment

  1. 01The DM lands with its context.Sender profile, the ad or post it came from, and the whole history if they have written before — on WhatsApp or anywhere else.
  2. 02The AI answers in seconds.In their language, from your knowledge base, with real times from your calendar. At 1am the conversation still moves forward.
  3. 03Your team steps in when it matters.At the handover the rep gets the whole thread, and the AI stays out of that conversation from then on.
A Story or a shelf post
you post it, we don't
A reply or a comment
either one opens the same thread
Answered, or held to your hour
no statute names one here
Sold — and the stop stays put
this channel, this id
What you actually get

Three things that change the week

Public interest becomes a private conversation

Comments under your ads and posts get an on-brand reply automatically, and the person who asked can be moved into a DM where a real answer fits. The people who comment are rarely the people who fill forms, so this is a whole audience most tools leave sitting under the creative — visible to everyone, answered by nobody.

Comments under the shelf postqueued 06:41 · published 08:00
B
Beth

Anything left out of the poetry crate?

↳ Three of them, and they're on the table by the till until closing 📗
C
Callum

Do you hold things back? what number do I ring

↳ We hold for 48 hours — I've put how to reach the shop, and the holding rules, in your messages 📚
r
rare_books_promo_uk

Grow your bookshop page — 5k followers this month, DM for rates

Beth's answer was ready at 06:41 and went up at 08:00 — the campaign's quiet hours, held and re-queued in your workspace's timezone rather than dropped or fired anyway. Nothing in PECR named that hour; the shop did. Callum asked for a number, and a public reply that tries to carry one is refused before it leaves, so his went to his messages. The promo account got no reply and no contact record.

Creative judged by customers, not saves

A DM that started from an ad carries its ad, ad set and campaign from the first message, and when that person qualifies or buys, Meta hears about it. You compare reels by the pipeline they filled rather than by engagement, and the budget follows the ones that bring appointments.

What Meta hears, and what only the record holdsthe sale, not the like
Lead · Story reply, 'Saturday shelf'sent
Qualified · title held under a namesent
Collected in the shop · £34.00sent
Her opt-out, 11:23recorded · not an ad event
The wording she read in Julynot kept here

One inbox with WhatsApp beside it

Instagram sits next to WhatsApp and Messenger in the same team inbox, with one owner per conversation and one contact record per person. A customer who moves from a story reply to WhatsApp does not become two leads, and your team never has three tabs open to answer one buyer.

What you can count on

Guarantees, not good intentions

Each of these is enforced in the product, on every conversation, whatever anyone configures.

Every genuine enquiry gets an answerA real customer message is always replied to — by the AI in seconds, or by the rep it hands to. Silence is reserved for spam, and only for spam.
The AI speaks as your businessIt answers from your knowledge base in your own voice, and internal machinery never reaches a customer — no tool names, no reasoning, no system text.
Your reply is the pause buttonThe moment a human types, the AI steps back on that conversation for good. A manual stage change or assignment is final.
Your contacts and conversations exportInstagram history, contacts and pipeline come out whenever you ask for them. The data is yours on the day you arrive and on the day you leave.
FAQ

Instagram questions, answered

Does this work with a personal Instagram account?

You need an Instagram professional account (Business or Creator) connected to a Facebook Page, that is Meta’s requirement for business messaging tools.

Can the AI reply to story replies and DMs?

Enquiries that arrive as Instagram messages land in the inbox and the AI can answer them like any other conversation.

Will comment auto-replies feel robotic?

You control the reply style and rules per campaign. Replies are written to sound like your brand, and your team can always follow up personally.

Can I run Instagram and WhatsApp side by side?

Yes, that is the point. One inbox, one pipeline, one AI agent across WhatsApp, Instagram and Messenger, with each conversation keeping its channel identity.

Do DMs arrive with the person's profile?

Yes — the Instagram name and profile photo come with the conversation, so a thread has a face rather than a handle.

Can the AI answer story replies?

Yes. Story replies and DMs arrive in the same inbox and are answered the same way, from your own knowledge base.

Does an Instagram lead join the same record as their WhatsApp chat?

Yes. One person is one contact with one history, so somebody who moves from a story reply to WhatsApp does not become two leads.

Can we turn the AI off for Instagram only?

Yes — the agent is configured per campaign, so you can have it answering DMs while it stays off elsewhere, and switching it off takes effect in seconds.

More channels
WhatsApp Facebook TikTok Snapchat LinkedIn Google Telegram

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