previous icon Back to blog
Sep 13, 2023
7 minutes read

Chatbots in Action: Instagram Chatbots

Every channel where customers interact with a brand offers a different experience. Among the most distinctive is Instagram. Unlike other social media apps, Instagram users scrolling through posts often feel a deeply personal connection with the sources they follow: celebrities, favorite products, and subjects they’re passionate about. It’s a community built on trusting influential people.

Brechtje van Houtum
Brechtje van Houtum,
Content Marketer

Instagram’s image-conscious approach – the visual comes first, with the text a supporting narrative – means people look as much as reading; they’re in an artistic mood, inspired to create and connect. It’s one of the few social channels where sales and branding messages are expected and enjoyed. And that’s a great opportunity for marketers and service departments.

Instagram_Assisted Sales

If someone’s looking at your brand or products on Instagram, they’re already primed to have a conversation with you: no desire to visit your website, no intention of phoning, but ready to talk nonetheless. And Instagram now offers you a chance to continue that conversation with Instagram Messaging.

According to the company, Instagram Direct is “an in-app messaging product that allows you to privately exchange text, photos, posts and stories with one or more people. With Instagram Direct, you can spark discovery, strengthen relationships and drive sales through a personal connection at every phase of the customer journey.”

It’s subject to strict and non-negotiable usage guidelines – as with any consumer channel – but the potential to connect and converse with interested customers in your target audience is vast.

There’s a caveat: if your customers are all around the world and looking at their phones at all hours, you’ve got to be there when they want, whenever they’re ready to talk. That means either trained sales or service agents on duty 24/7/365 or a chatbot that can answer their questions without needing a break.

Many customers have bad memories of chatbots, remembering that time it was too slow, didn’t understand their query, or just bounced them into your website’s Help section. With greater understanding from developers and cloud services now part of the process, those days are over – so it’s time to combine chatbots with the technology everyone’s talking about: AI.’s AI-enabled chatbot can work for you on Instagram and connect to millions of potential customers. Let’s take a look at the benefits of adding to the most visual social channel of all.

Instagram Messaging for Business: a Different Proposition

Instagram Messaging has a different ethos to Facebook Messenger and WhatsApp, even though Facebook parent Meta owns all these apps. While sharing posts with friends is just as much a part, Instagram as a whole is also a place where brands and their spokespeople build audiences and followings, allowing like-minded fans to come together around topics and ideas they enjoy. This makes Instagram an effective channel to communicate with customers – especially if you’re in the consumer space.

Instagram_Service Automation

A Direct Message (DM) doesn't appear in a threaded comments section for all to see; it’s shown privately to the recipient. This means that subject to the right permissions, you can organise complete one-to-one marketing campaigns for your Instagram audience or personalised support – talking to each customer as if they were the only customer and taking advantage of the heightened excitement people on Instagram often feel when they’re browsing their favourite Influencers and brands.

Integrate an AI Chatbot Into Instagram DMs

Some 2bn people use the Instagram app. It’s the fourth most visited social platform. And unlike stablemate Facebook Messenger – whose user profile is somewhat different from Facebook itself – there’s a strong correspondence between the people who scroll the app and use the DM functionality.

Instagram users are excited, fizzing with questions, and like to talk.

It’s also a major advertising platform, bringing in US$43bn+ a year. And because the platform is so well known for consumer-focused brands – fashion, food, travel, celebrity, human Influencers – ads are more accepted than on some social sites; they’re seen as part of the fabric. And that’s where an AI chatbot - such as’s - can really perform for your marketing and service teams.

One Chatbot Integrates With Every Social Channel

Adding more channels carries a complication. Choose the wrong SaaS platform to add chatbot functionality to a channel, and you might find yourself managing as many chatbots as channels—hardly an efficient solution.

So, let’s state this upfront: when you add’s chatbot with AI to a messaging channel, you don’t need to create a separate chatbot for each one. It’s one chatbot with many channels – each channel simply integrates into the AI-enabled chatbot.

This makes a consistent user experience much easier. No matter what channel your customers interact on, they get the same natural-language answers and access to the same resources and knowledge. There’s no necessity to switch to other apps or visit your website; the conversation happens within Instagram, the channel they’re using at the moment they want to talk.

Getting More From Instagram Messaging With a Chatbot

It’s vital to use each channel as a channel, not simply an expanded audience - many of your customers will be on other channels too. So make sure you learn the customs and culture of Instagram and the types of queries and information customers are interested in; it’ll make your ROI much higher. Some things to consider:

  • Only 0.1% of Instagram users are unique to the channel. So don’t just duplicate your standard knowledge base on Instagram DM for Business: work out what appeals most to the mindset of consumers on it. That means more images, more videos, more exciting experiences.

  • Instagram is about leisure, perhaps more than any other social platform. So aim to bring the fun into your communications. If you have consumer events, brand activations, or new product announcements, an Instagram DM may be the perfect way to tell the world about them.Instagram_Product launches

  • Tailor alerts and announcements to the content they’re consuming. A sudden sales pitch can sound jarring, so always keep your messages relevant and in context with what the customer wants to know – perhaps by referring to a picture or video recently posted.

  • 60% of Instagram users are under 35; be mindful of the demographic and answer their expectations of the channel. Reels and Stories are part of Instagram’s DNA; users expect events to unfold over time, not just one-off transactional interactions, So your communications should do the same.

  • Instagram has a good gender balance, at roughly 50:50 male to female. It’s a young, trend-aware, and fashion-conscious audience – so make sure your products are a good fit. It’s probably not the place to plug industrial machine replacement parts.

  • As with Facebook Messenger, reach out to consumers with alerts and notifications where possible. Maintain the sense of fun: birthday reminders, interesting polls, and customer surveys are possibilities. Look to build a relationship, not just answer a question.

In case it wasn’t obvious, don’t forget the most basic customer contact rule of all: always provide a human option. If a customer asks to escalate the conversation to a real person, make that easy. With, the human CSA can simply enter the Instagram message thread, making the experience seamless.

As we’ve seen, with attention to the right details and awareness of branding, Instagram DMs for Business offers a great way to offer customer contact and service to a very engaged audience – and by integrating this channel into the same chatbot as your other channels, management becomes a lot easier, too. That’s what’s AI chatbot integration for Instagram delivers.

Integrate Chatbots with Instagram Messaging via

By embracing chatbots with Instagram integration, you can automate interactions at key moments in the customer journey, continue the conversation on the channel the customer prefers, and maximize the positive feelings that lead to a sale – and do it 24/7/365. Why not get started today?

Launch your own Instagram Chatbot with

Was this article interesting?
Share it!
Brechtje van Houtum
Brechtje van Houtum,
Content Marketer
logo linkedin icon

As a content marketer, Brechtje is responsible for all content about our SaaS products. Loves to be up-to-date about new technologies and believes in 'customer first'.

Latest Articles

Feb 08, 2024 • SMS

SMS vs MMS - What is the Difference?

There are many different ways to send text messages, and the various names and acronyms may start to feel daunting. In this blog, we'll tell you everything about SMS and MMS.

Feb 07, 2024 • SMS

SMS for eCommerce - Create a Successful eCommerce Strategy With SMS

Want to grow your business? Then customer contact is key. Now that everybody and everything is connected to each other via those powerful little computers in our hands, the way you communicate with customers is becoming increasingly important for your succes. Read all about how you can use SMS to elevate your customer contact, drive sales and create that loyal customer base.

Feb 07, 2024 • SMS

How Popular Is SMS in 2024 and What Is Its Added Value for Business?

SMS is one of the oldest text messaging services, and the rise of instant messaging apps definitely made a dent in SMS traffic. Contrary to the newer apps with their rich features, SMS is quite basic in its features- plain text messages, not fluff, and a character limit of 160. Regardless, SMS is still one of the most impactful communication channels today. Read all about SMS statistics and its continued value to modern business communication.

Feb 01, 2024 • WhatsApp

Drive Engagement and Convert Your Conversations With WhatsApp Carousel

Are you already talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

WhatsApp vs Facebook Messenger
Jan 17, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which Messaging Channel is Best for What?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement. But what are the differences? Which advantages does each channel have for what business use case? Let's dive into the details

Oct 31, 2023 • SMS

Why SMS Remains as Essential as Ever for Black Friday

One might assume that SMS has lost relevance in an era dominated by popular messaging channels such as WhatsApp and Instagram. However, when it comes to Black Friday, one of the most anticipated shopping events of the year, SMS remains as important as ever. While consumers are bombarded with emails, push notifications, and social media advertisements, the humble SMS message, with its 98% open rate, often cuts through the noise and connects businesses with eager shoppers.

Oct 31, 2023 • Messaging

Boost Black Friday Sales with WhatsApp, Instagram and Facebook

Black Friday stands out as one of the most anticipated shopping events of the year, with online sales growing 3.5% to $65.3 billion globally in 2022. With this, big and small businesses will strive for maximum exposure. Yet, this task is far from straightforward. Retailers must compete to be visible, overcome high advertising costs, and meet escalating customer expectations to cut through the noise and drive conversion. Moreover, every touchpoint in the customer journey represents a make-or-break opportunity to form relationships and drive transactions, or risk losing a consumer’s interest and trust.

Oct 16, 2023 • Conversational AI

Voicebots: The Emerging Force for Customer Service

Voicebots are growing in popularity and are arguably one of the biggest Customer Experience trends of the moment. But what exactly are voicebots? And how can they help your business? Discover our Conversational IVR Solution and read all about voicebots in this blog.

Sep 25, 2023 • Security

Combat SMS Pumping (AIT) Fraud Effectively With

In this digital era, providing the optimal customer experience means connecting and engaging with your customers online on their favorite platforms and channels. Online (automated) customer engagement and A2P (application-to-person) messaging is bigger than ever, which unfortunately also means that messaging fraud is on the rise. Artificially Inflated Traffic (AIT) fraud has become an alarming issue in the telecommunications industry, but worry not! has built the perfect safeguard feature to protect your business endeavors from AIT fraud.

Is this region a better fit for you?
close icon