Instagram customer support automation

Answer incoming Instagram questions using your supplied FAQs and policies. Review conversations and take over where needed; the WhatsApp shared team inbox is a separate product.

Illustrative returns-policy exception

  1. Customer: Can you make an exception to your published return period?
  2. Configured response: This needs staff review. Here is our published policy; a person will discuss your request.
  3. Owner: Pause Repli’s automated replies and respond from Instagram.

Example wording, not a ticket assignment or guaranteed response time.

Configure answers and exceptions

  1. Supply policies: Use the real information your team approves.
  2. Test questions: Check an eligible conversation from another account.
  3. Review answers: Confirm the reply reflects your supplied information.
  4. Take over exceptions: Use conversation controls when a person must respond.

Related guides

Why teams choose Repli

What you get

Configured FAQ answers

Use your actual hours, policies and approved product information.

AI conversations

AI uses the instructions and data you supply; usage consumes AI credit.

Human takeover

Use available takeover controls when automated answers are not appropriate.

Use cases

Published policy questions

Explain your supplied return policy without issuing a refund.

Service enquiries

Answer business FAQs without inventing booking availability.

Answer the policy; keep the exception with staff

Use a written reply for the published returns or shipping policy. If the person asks for an exception, a refund or a personalized decision, pause automated replies and have a person respond from Instagram. The automation cannot approve a refund by quoting the policy.

Review what was actually sent and keep the information current. AI can use your supplied instructions, but generated answers need review; it does not replace a support owner’s judgment.

Local takeover is not an Instagram help-desk queue

Available takeover controls pause Repli for the selected conversation. They do not create agent assignment, internal notes, SLAs, collision prevention or automatic transfer to Business Suite for Instagram Login.

The WhatsApp CRM has a separate shared-team workflow. Do not infer that capability for Instagram or treat an unresolved support question as a sales lead.

Frequently asked questions

Is this a shared Instagram team inbox?

No released Instagram agent-assignment or shared support queue is established. WhatsApp CRM has a separate shared inbox.

Can a person take over?

Use available local takeover controls to pause Repli’s automated replies, then reply from Instagram. This is not shared team assignment or a transfer of Meta thread ownership to another app.

Can AI approve an exception?

No. Keep refunds, policy exceptions and sensitive decisions with staff. Supply current information and review generated answers.

Can we keep messaging after a comment?

A comment can allow an initial private reply, but does not open unrestricted ongoing messaging. Wait for an inbound reply before continuing and respect the eligible 24-hour conversation window.

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Turning DMs into a real support desk

Instagram's native inbox has no assignment, no notes, no history and no SLA. Repli adds all four on top of the same conversations: AI first response, agent assignment, internal notes, and full transcripts kept against the contact.

What AI can safely resolve

Order status, shipping times, sizing, opening hours, policy and how-to questions are answered from your own material. Refunds, complaints and anything involving money escalate to a person by default.

Response times that hold up

First response drops to seconds, and because the AI clears the repetitive volume, agents spend their day on the conversations that actually need judgement.