Automating Instagram messages with AI helps you reply while the customer is still on your profile, a Story or a post. Bedones uses your catalogue and your instructions to handle the common questions, without sending long generic messages. The agent passes delicate requests to you as tickets, while you review the conversations daily at the start to teach it exactly how you reply.
A precise catalogue makes Instagram replies genuinely useful
An Instagram agent cannot advise a customer properly with a plain list of product names. It needs the same information a salesperson would have: the current price, colours, sizes, details, lead times and limits of each item. Centralise that data in the Bedones catalogue so the agent can reply from a single source instead of digging through old messages or filling in a missing detail.
Give every item a stable, unique retailer_id. That identifier is especially useful when two products have similar titles, when a collection is renewed or when a customer sends a photo instead of a name. The description also deserves work: describe the product with the words your customers use, its variants, its uses and what sets it apart. Bedones learns automatically from the records and uses them to give more accurate replies as the conversations go on.
Get into the habit of correcting the catalogue rather than only correcting the isolated message. A detail added about a material, a size or a delivery condition improves the future DMs and the comments tied to the same product. The detailed preparation is explained in the guide to connecting a WhatsApp catalogue in Bedones, because your catalogue can serve every channel.
Keep the pace and the tone expected in Instagram DMs
A fast reply in an Instagram DM is worth more when it gives the next useful piece of information straight away. The agent can confirm a price, specify a variant, ask for the delivery city or offer to continue an order. Those short messages make it easy for the customer to keep the conversation going. Bedones is designed for that natural writing, the opposite of tools that answer with a very long block, cold and identical for every request.
Explain to the agent how you address your customers. Say whether you use informal or formal language, which words you prefer for your products and what message length feels natural in your business. Add simple rules too, such as not using an unconfirmed first name or not promising availability without having found it in the catalogue. Those instructions leave room for a living conversation while protecting your commercial line.
The customer should not have to guess that they are talking to an automation. What matters is that their question got a clear answer, that the person or the agent knows the product, and that they can get help when their situation falls outside the frame. The quality of the catalogue and the tone therefore count as much as the speed of the reply.
Open a ticket for the situations that need your judgement
A ticket must be created when an Instagram DM requires a decision made on behalf of the shop. Complaints, damaged products, lost orders, refunds, discussions about a large discount or requests that contradict your terms must not receive a final automatic answer. The agent can welcome the customer, collect the necessary information and pass the exchange, with its context, to the person who can act.
Say clearly when the agent must not reply. It must not arbitrate a dispute, give personal information about another customer, change an order already in progress without verification, or improvise on a sensitive topic. A short reply announcing a human follow-up is better than an overconfident message. That limit is part of good customer service: automation speeds up what is certain and protects the rest.
At launch, check the tickets created and the conversations taken over every day. If many identical requests arrive as tickets, the catalogue or the rules probably need a clarification. If a ticket was created while the answer was already documented, you can hand that case to the agent. The goal is a clear, reliable boundary, not artificially reducing the number of human takeovers.
Use the same agent for your other social inboxes
Instagram becomes simpler to manage when products and rules are not isolated in a single inbox. With Bedones, your catalogue items and your learnings also serve WhatsApp, TikTok and Facebook/Messenger. That way, the same customer will not receive conflicting information depending on the network they contact you from.
Start with the products that generate the most DMs, then review the agent’s replies during the first days. Correct the descriptions or the tone as soon as a message does not sound like your team. Then find the settings specific to WhatsApp messages, TikTok messages and Facebook and Messenger messages.
When your first records and rules are ready, connect your Instagram account and monitor the first conversations.