Answer Instagram DMs with the right business context
Answer customer initiated Instagram DMs from your business catalogue and policies, with product images, voice note support and human takeover. See current availability and limits.
When a customer messages your Instagram professional account, OctaDezx can answer from your saved products, services, and policies. The conversation lands in one team inbox so a person can step in when needed.
The everyday problem
A question about a product arrives as a DM while your team is busy elsewhere. A fast reply is useful only if it reflects what you actually sell and hands the conversation to staff when the question is outside the assistant's knowledge.
How OctaDezx helps
Connect Instagram through Meta, train the assistant on your business, and let it respond to customer initiated DMs. Your team can view the thread, pause AI replies, and continue the conversation in the inbox.
Built for the direct message, not a generic script
- Replies in the existing DM thread. A customer starts the conversation on Instagram. The assistant replies there using the information you supplied about your business, products, and policies.
- Product and policy answers. Questions about listed products, prices, opening hours, and delivery can be answered from your catalogue and knowledge base. If availability is not documented, the assistant should hand it to a person rather than guess.
- Shows listed product images. When a matching product has an image in your catalogue, the assistant can share it in the Instagram conversation alongside the product details.
- Handles voice notes. The messaging flow can transcribe a voice note and use its content to answer in the same conversation.
- Team takeover. Escalated conversations keep their thread in the team inbox. A staff member can pause the assistant and send the next reply themselves.
- You set the boundaries. Your saved business details, policies, and handoff rules shape the response. Test common questions before opening the channel to customers.
An example Instagram DM
Illustrative flow. This is not a customer transcript or a performance claim.
- 1. Customer starts. A shopper sends a DM: "Do you have black ankle boots in size 42?"
- 2. Assistant checks. The assistant looks for a product in the business catalogue, shares only available details, and asks a clarifying question if the size or style is unclear.
- 3. Customer decides. If the shopper wants to order, the assistant summarizes the details and waits for confirmation before recording it. If the answer needs judgment, it escalates.
- 4. Team can continue. Staff see the message history in the inbox and can take over the DM directly.
Current Instagram scope
- Instagram DM assistance is for conversations started by the customer. It is not an unsolicited DM campaign tool.
- Automatic replies to Instagram post comments, including comment to DM automation, are currently unavailable while the required Meta permissions are pending. The dashboard keeps that control disabled.
- Connection requires an eligible Instagram professional account linked to a Facebook Page and the permissions requested by the Meta connection flow.
Frequently asked questions
- Can OctaDezx start a DM with someone who has not messaged us? No. The current Instagram integration answers customer initiated DM conversations. It is not a tool for sending unsolicited messages to followers.
- Does it automatically reply to post comments or send a DM from a comment? Not currently. That path is disabled while the required Meta comment permissions are pending. Instagram Direct Message replies remain available.
- Can a customer order through an Instagram DM? The assistant can guide a shopper through listed products and capture an order after explicit confirmation. Prices are checked against the server side catalogue before the order is recorded. Payment depends on your checkout setup.
- How does my team take over a conversation? Open the conversation in the team inbox, pause AI replies, and answer the customer from there. The thread stays visible so your teammate has the context.