Instagram DMs

Handle Instagram direct messages from your shared inbox. Respond to story mentions, direct messages, and comments in one place.

Instagram support made simple

Everything you need to deliver great customer service on Instagram.

DMs & Story Replies

DMs, story replies, and mentions in one place

Never miss a customer message. Whether they DM you directly, reply to your story, or mention your brand - every interaction flows into your Chatwoot inbox.

Direct messages from customers and followersStory replies and reactionsMentions in comments and postsQuick reply buttons supportedShare products directly in chatDirect Message

Do you ship internationally?

This looks amazing! When's the launch?

Just got my order from @yourbrand - love it!

Your Business Account

Connected via Meta Business API

• Direct messages from customers and followers
• Story replies and reactions
• Mentions in comments and posts
• Quick reply buttons supported
• Share products directly in chat

Agents don't need Instagram access

Keep your Instagram account secure. Your support team responds to messages through Chatwoot - they never need your Instagram login or access to your business account.

• Only account owner connects to Chatwoot once
• Support agents respond through Chatwoot only
• No Instagram login credentials shared
• Disconnect anytime from Meta Business settings
• Full audit trail of all messages

Instagram alongside all your channels

Instagram DMs appear in the same inbox as email, WhatsApp, and live chat. Your team sees the complete customer history regardless of which channel they use.

All Instagram conversations in your team inboxSee customer history across all channelsApply labels, assign agents, use automationsSame workflow as email and chatNo need to switch between appsInstagramEmailWhatsAppSSarah Designs

Instagram · 8 conversations

Instagram DM - Product inquiry - TodayEmail - Order confirmation - 3 days agoStory Reply - Size question - 1 week agoCustomer DMWhat's your return policy for online orders?

Captain suggestsYou can return any item within 30 days of delivery for a full refund. Just make sure the tags are still attached. Would you like me to send you the return form link?

• All Instagram conversations in your team inbox
• See customer history across all channels
• Apply labels, assign agents, use automations
• Same workflow as email and chat
• No need to switch between apps

AI-powered Instagram responses

Captain helps your team respond faster on Instagram. It suggests replies, handles common questions automatically, and learns from your knowledge base to give accurate answers.

• AI suggests responses based on your knowledge base
• Auto-respond to common Instagram questions
• Translate messages to any language
• Smart handoff to human agents when needed

Team features for Instagram

Collaborate effectively with your team on Instagram conversations.

Agent AssignmentRoute Instagram conversations to the right team members automatically or manually.

Private NotesAdd internal notes to conversations that customers can't see. Great for handoffs.

Canned ResponsesSave and reuse common replies. Respond to FAQs in seconds.

Labels & TagsOrganize conversations with labels. Filter and find specific chats easily.

AutomationsSet up rules to auto-assign, label, or respond based on message content.

ReportsTrack response times, resolution rates, and team performance on Instagram.

Connect your Instagram Business account today

Start managing Instagram DMs and story replies in your unified inbox. Setup takes just a few minutes.