Instagram DMs
Instagram DMs answered with the order in hand.
Product questions, order questions and story replies arrive as DMs. ReplyBay finds the order, drafts a reply that cites where each fact came from, and sends it only when it clears your confidence threshold.
Free plan with 100 AI replies a month. No credit card required.
Product view
An Instagram DM thread
A product question answered from the catalog and a comment held for review, on one Instagram connection. Illustration with example scores.
love this!! does the necklace come in gold? ✨
14:05It does! Gold and rose gold, both in stock right now. The gold one is the team favourite. 💛
14:05 ✓✓Comment on post: "total scam, don't buy" · sentiment: negative
Hidden from public view. Flagged to you with the commenter's order history.
14:05 ✓✓
Workflow
What happens to a DM
The DM arrives
Direct messages and replies to your stories land in the ReplyBay inbox next to email and WhatsApp.
The order is looked up
With Shopify or TikTok Shop connected, an order number or known customer is matched to live order data.
A cited draft is written
The reply uses your knowledge base, the order and your approved past replies, and shows which source each fact came from.
Sent or held
With auto-send on, replies above your confidence threshold go out. Everything else, and everything while auto-send is off, waits as a draft.
Sensitive threads escalate
Payment problems, order changes and angry customers go to a person with the conversation attached. Returns and refunds do too, unless you opt them in.
Examples
Four DMs from one afternoon
Message: does the necklace come in gold?
What ReplyBay does: Sent automaticallyAnswered from the catalog with the stock it shows, and sent if it clears your threshold.
Message: when will my order 4829 arrive?
What ReplyBay does: Sent automaticallyMatched to the order and answered with its fulfillment status and tracking. If no order matches, the reply asks for the checkout email instead of guessing.
Message: I want to return the earrings
What ReplyBay does: Escalated to a personA return. Escalated to a person by default, with the order attached.
Message: this is the third time I ask, where is my money
What ReplyBay does: Escalated to a personFrustration about a payment. Escalated with the full thread so nobody has to ask twice.
Illustrative messages. Automatic actions run only after you switch automation on and a reply clears your confidence threshold; until then each one waits for you as a draft.
Availability
What works today
DMs and story replies Live
Received and answered through the professional account you connect.
Order lookup Live
With Shopify or TikTok Shop connected.
Past DM import Live
Recent conversations can be imported so drafts learn your writing style from replies you already sent.
Comments on the same connection Live
Moderation and keyword comment-to-DM run from the same Instagram account.
Checked against the product on
Questions
Will it reply to customers on its own?
Only if you switch auto-send on, and then only for replies above your confidence threshold. Payment problems and order changes always go to a person, and returns and refunds do unless you opt them in.
Does it answer in the customer's language?
When the selected model supports the customer's language, the draft is written in it, and the original message stays visible for review.
What does it learn from?
Your knowledge base, your connected store data and replies you approved. It learns your writing style from approved replies inside your workspace. ReplyBay does not train AI models on your data or opt it into provider training.
How is this page different from the Instagram integration page?
This page is about customer support in DMs. The integration page covers setup and everything the connection does, comments and comment-to-DM included.
Let the DMs answer themselves, carefully.
Connect Instagram and your store, keep auto-send off for the first week, and read every draft before you trust it.