How-to guide
How to use AI for Instagram DMs,
and keep control.
AI can answer repeat questions in your DMs at any hour. The difference between helpful and risky is what it is allowed to say and when a person steps in. This guide covers the setup that keeps you in charge.
Last updated October 5, 2026
What AI is good at in DMs
- Repeat questions about price, hours, shipping or how to book.
- Sending the right link, product card or booking page.
- Collecting a name and a phone number or email from interested people.
- Replying outside working hours.
What a person should handle
- Refunds, complaints and anything legal or medical.
- Custom quotes and negotiations.
- Upset or high-value customers.
Set handoff keywords for these, such as refund or complaint, so the AI pauses and tells the customer your team will reply.
Set up AI replies safely
- 1
Write the facts it should use
Add pricing, policies and FAQs as knowledge, one topic per entry. The AI answers from what you approve.
- 2
Choose voice, languages and topics
Pick a brand voice, the languages allowed and any topics it must avoid.
- 3
Add handoff rules
List keywords that should hand the chat to you, and how long the AI stays quiet afterwards.
- 4
Test with real questions
Use the test simulator. If an answer is wrong, fix the knowledge, not the customer.
- 5
Turn it on for one channel first
Start with direct messages only. Add comments and Story replies later.
- 6
Review and take over
Read conversations in AI Inbox and take over any chat you want to answer yourself.
Reviews
What customers say on Trustpilot
78% 5-star · 22% 4-star · as of October 5, 2026
Indi website with a friendly UI and competitive prices. You can try their free version before commiting. The payment process is trustworthy (already finished one month subscription and upgraded to a yearly one)
Marion Getto · DE · Oct 3, 2026
I have been using for a few days now. Very smooth experience and very affordable plans. Same features are 30 times in other companies. Keep up the good work!! 👍
Ravinder Rawat · IN · Sep 23, 2026
It’s been pretty good I’ve been using it since two months. And they are very responsive when I reach out to them!
Hrithika · IN · Sep 20, 2026
Reviews are quoted as written by the reviewers. Read all on Trustpilot
FAQ
Frequently asked questions
Will the AI send messages to people who did not contact me?
No. Replies go only to people who messaged you, commented a keyword or replied to your Story, through Instagram's official API.
Can the AI make mistakes?
Yes. Test it, keep your knowledge accurate, set blocked topics and handoff keywords, and review conversations regularly.
Does AI replace my keyword automations?
No. Keyword automations and flows run first. The AI handles what they do not.
What does it cost?
AI replies use AI credits. Paid plans include a monthly allowance and you can buy more. The Free plan includes none.
Try AI replies with a safety net
Test answers in the simulator first, and take over any chat at any time.