Automating Instagram DMs with Conversational Chatbots

Provide 24/7 support without losing the human touch

Chatbots handle repetitive requests, route complex ones, and keep response times low. Combined with Instagram’s messaging APIs, they become an integral part of customer operations.

Design principles

• Clear intent detection: Categorise FAQs, sales enquiries, and support needs to guide the conversation.
• Human hand-off: Offer an easy path to a live agent whenever the bot reaches its limits.
• Conversion moments: Use buttons and quick replies to drive bookings, purchases, or newsletter sign-ups.

Continuous optimisation

Review transcripts to spot friction, retrain intents, and update copy. Small tweaks compound into noticeably better customer experiences.