Introduction
Instagram Direct Messages are a powerful channel for customer engagement. With Bravin AI, you can automate responses while maintaining a personal touch.
Benefits:
- 70% of Instagram users message businesses
- Higher engagement than other channels
- Visual content opportunities
- Young demographic (18-34 years)
Instagram Business or Creator account required. Personal accounts cannot use the API.
Prerequisites
1. Instagram Business Account
- Convert to Business in Settings → Account
- Connect to Facebook Page
2. Facebook Page
- Must be admin of the page
- Page must be published (not draft)
3. Meta Business Suite Access
- Account in good standing
- No recent policy violations
Meta reviews can take 24-48 hours. Don't rush if you need DMs operational by a deadline.
Connect Instagram Account
Step 1: In Bravin AI Dashboard
- Go to Integrations → Social Media
- Click Connect Instagram
- You'll be redirected to Facebook
Step 2: Facebook Login
- Log in with account that manages your Instagram
- Select the correct Facebook Page
- Choose Instagram account to connect
If you manage multiple Instagram accounts, you can connect them all and switch between them in the dashboard.
Approve Permissions
Required Permissions:
- ✅
instagram_basic- Basic profile info - ✅
instagram_manage_messages- Read and send messages - ✅
instagram_manage_comments- (Optional) Respond to comments - ✅
pages_show_list- Access to your pages - ✅
pages_messaging- Messaging permissions
Review Screen: Facebook will show what data Bravin AI can access. Click Continue and Done.
Bravin AI only reads messages and profile info needed for conversations. We never post on your behalf.
Configure Automation
Set Response Rules:
- Go to Instagram → Settings
- Enable "Auto-reply to messages"
- Configure response time (instant or delayed)
- Set business hours (24/7 or specific hours)
Away Messages: Send automated responses when offline:
👋 Thanks for reaching out!
Our team typically responds within 2 hours during business hours (9 AM - 6 PM EST).
For urgent matters, please call us at +1-555-0123 or email support@company.com.Create Message Templates
Quick Replies: Pre-written responses for common questions:
-
Product Inquiry "Thanks for asking! 🌟 You can view all our products and prices at [link]. Which category interests you most?"
-
Shipping Info "We ship worldwide! 📦 Standard shipping is 5-7 days, Express is 2-3 days. Free shipping on orders over $50!"
-
Order Status "I'd be happy to check your order status! Please provide your order number (format: #12345) 📋"
Use emojis to match Instagram's casual tone. But don't overdo it - 1-2 per message is ideal.
Testing Your Setup
Test Checklist:
- Send a DM from a different account
- Verify auto-reply is sent
- Check response appears in Bravin AI Dashboard
- Test a complex question
- Try triggering handoff to human
- Verify message threading (context maintained)
Monitor First 24 Hours:
- Check all conversations manually
- Look for misunderstood questions
- Refine templates as needed
Don't announce automation publicly until you've tested for at least 48 hours with real customer interactions.
Instagram DM Best Practices
1. Match Platform Tone
- Casual, friendly language
- Use emojis strategically
- Keep messages short (under 3 sentences)
- Add personality
2. Visual Communication
- Send product images when relevant
- Use Instagram Stories for updates
- Share user-generated content
3. Response Time
- Aim for < 5 minutes
- Instagram shows average response time publicly
- Fast replies improve search ranking
4. Compliance
- Get opt-in before sending promotional messages
- Provide clear opt-out instructions
- Follow Meta's Commerce Policies
- Don't spam
5. Handoff Triggers
- Complex product customization
- Refund/complaint escalation
- VIP customers
- Explicitly requested human
Businesses with < 5 minute response time see 30% higher conversion rates on Instagram.