Online stores on Instagram: answer the DM before they scroll away
Shoppers who find you on Instagram ask in the DMs before they buy: "do you have this in a medium?", "when will it arrive?". Every unanswered DM is a sale that goes to the next shop in the feed. An AI agent can answer from your size guide, stock and delivery rules, and leave refunds and problems to you.
What customers ask on Instagram
- Is the linen shirt in your last post available in medium?
- How long does delivery to Manchester take?
- Where is my order? I ordered on Monday.
- What size should I get if I am usually between sizes?
- Can I return it if it does not fit?
An example conversation
This illustration shows a shopper asking about a product from a post. Names and details are examples.
| Who | Message |
|---|---|
| Leah | Is the green linen shirt available in M? |
| AI agent | Yes, the green linen shirt is in stock in M. It runs slightly large, so if you are between sizes, S may suit you better. Here is the link to order. |
| Leah | How fast is delivery? |
| AI agent | Orders before 2pm ship the same day. UK delivery takes 1 to 3 working days, and returns are free within 30 days. |
What the agent answers
- Stock and sizes, from your product list or store.
- Fit advice from your size guide.
- Delivery times, costs and the returns policy.
- Order status, if your agent can look orders up.
What it always hands to you
- Refunds, damaged items and lost parcels.
- Wholesale, collaboration and influencer requests.
- Angry or public complaints in comments.
Answer comments, close in the DMs
Many shoppers ask "price?" or "link?" in the comments. The agent can reply briefly there and continue in the DMs, where it can share links and sizes. Instagram limits messages to people who have not replied, so it should answer what comes in rather than send first messages to followers.
The Instagram limits that matter here
| Limit | Spaces limit per Instagram account |
|---|---|
| Messages | Up to 80 a day |
| Gap between messages | At least 15 seconds |
| New conversations you start | 6 an hour, 20 a day |
Instagram only lets you message someone who has not replied inside its messaging window, so replies in existing chats work best.
Set it up in an afternoon
- Give the agent your product list, size guide, delivery and returns policy.
- Connect your shop's Instagram account by signing in.
- Connect your AI agent, and your store if it can read orders.
- Tell it which problems to hand to you.
- Read the first week of DMs and fill gaps in the notes.
Who you message
Pricing
FAQ
Can it send product links in DMs?
Yes. Links in replies to people who messaged you are normal. Avoid sending links in first messages to people who never contacted you.
Can it check where an order is?
Yes, if your AI agent connects to your store or delivery tool. Spaces handles the Instagram conversation.
Will it reply in the shopper's language?
Most AI agents reply in the language they are written to. Tell it which languages you support.