ReachleeAnswer support DMs at 3 a.m.
from your own policies, not guesses
'Where is my order?' 'Can I exchange this?' 'Does it work with iPhone?' The AI answers from the knowledge you gave it, never attaches a sales pitch to a support thread, and steps aside for 48 hours the moment you reply yourself. $14/mo (₹799 in India), AI included.
Short answer
An Instagram customer service chatbot built on the official API can answer support DMs around the clock, but only as well as the knowledge behind it. Reachlee's AI replies to inbound support questions from your own policies and product details, never invents an answer or a link, never attaches a sales goal to a support thread, and hands the conversation back to you the moment you reply. It is included at $14/mo (₹799 in India) with 1,000 AI credits.
Set up AI support replies in five steps
Connect your Instagram account
Sign in with Google and connect your Instagram Business or Creator account through Instagram's own login. No password is shared. Support DMs start flowing into the Reachlee Inbox immediately.
Add your policies as knowledge
Open Reachlee AI → Knowledge. Scan your website's shipping, returns, and FAQ pages, paste your policy text, or answer a short interview that becomes an editable source. Product specs, compatibility, hours, and how-to steps belong here too. The AI answers only from this; it never reads your private conversations to build knowledge.
Set the voice and the limits
Describe the role in one line, generate a brand-voice paragraph, and edit it. Guardrails come prefilled: no promises, no medical, legal, or financial advice, never invent prices or links, and say the creator will get back to you when unsure. Add anything specific, such as 'never confirm a refund amount'.
Switch on AI Replies
One toggle. Every inbound DM is first checked against your keyword automations, which always win. If none matches, the AI classifies the message. Questions, buy intent, and support issues get an answer; greetings, friend chat, and spam are skipped and cost nothing.
Watch the Activity feed and take over when you want
Every AI reply appears in Activity with the message it answered, the text sent, and a jump-to-thread link. In the Inbox, AI-touched threads carry a badge. Reply yourself and the AI stays out of that thread for 48 hours; mute a thread permanently, or pause the AI everywhere with one switch.
Keep support threads honest
Six mechanisms that make the AI safe to leave running on customer problems.
Answers from your policies only
The AI draws on knowledge you added: shipping regions and times, return windows, exchange rules, product specs. It never invents a policy, a price, or a link, and it sends links only from the allowed list, such as your order-tracking page or return form.
No sales goal on support issues
AI Goals can steer replies toward sharing a link, capturing a lead, or growing followers, but the classifier labels support issues separately and no goal is ever applied to them. Someone reporting a damaged parcel gets help, not a promo.
48-hour human takeover
The moment you or a teammate replies on a thread, the AI stands down on that thread for 48 hours. Escalations stay human without you having to toggle anything.
Per-thread mute and global pause
Mute the AI on a delicate thread from the Inbox header or the Activity row. Pause it everywhere during a product recall or a launch you want to handle by hand. Both take one click.
Receipts for every reply
The Activity feed lists each AI reply with the customer's message, the classification, and the exact text sent. AI-touched threads carry a badge in the Inbox, so nobody on your team is surprised by what the customer was told.
In the customer's language
A support question in Hinglish gets a Hinglish answer; one in Tamil gets Tamil. Language matching is on by default across 20+ languages, so your policy written once in English serves every customer.
Support DMs, before and after
Replies come from the knowledge you add, so yours will carry your policies and tone. Examples are illustrative.
"Where is my order? It's been 6 days"
Unanswered overnight. The customer posts a public comment on your latest Reel instead.
"Standard delivery is 5–8 working days, so you should have it by Thursday. You can track it with the order-tracking link here. If nothing has moved by Friday, reply and the team will chase it." Tracking link from your allowed list, no upsell, logged in Activity.
"Can I exchange for a different size?"
You answer the same policy question forty times a week, usually from your phone at dinner.
"Yes, exchanges are free within 14 days of delivery as long as tags are on. Fill in the exchange form and we will send a pickup." The form link is the only link the AI is allowed to send here.
"I want a refund, the product arrived broken"
A frustrated customer waits until morning and is angrier by then.
"Sorry about that. Damaged items are refunded in full; the team will confirm the amount and next steps with you directly." The AI states the policy without inventing a figure. You reply in the morning, and the AI stays off that thread for 48 hours.
Three ways to handle Instagram support DMs
| Method | What it can answer | Overnight | Cost | Best for |
|---|---|---|---|---|
| Meta Business Suite instant reply | One fixed greeting | Sends the same message to everyone | Free | Setting expectations ('we reply within a day') |
| Keyword FAQ automation | A fixed reply when the DM contains a chosen word ('refund', 'tracking') | Fires instantly on matches | Free on Reachlee (1,000 DMs/mo); Pro $9/mo unlimited | The five most predictable support asks |
| AI support replies from knowledge | Open questions your policies and specs cover, in the customer's language | Answers 24/7, stands down when you step in | Reachlee Growth $14/mo (₹799 India), 1,000 credits | The long tail of support questions |
Use all three together. Keyword automations always win over the AI on the same message, so there is never a double reply; the AI covers the questions your keywords did not anticipate.
AI support replies at $14/mo
Reachlee Growth is $14/mo (₹799 in India) with AI Replies, AI Comments, AI Goals, 1,000 AI credits, and 3 Instagram accounts. Business is $29/mo (₹1,499 in India) with 2,500 credits, 10 accounts, and 5 team seats for a support team. One credit per AI reply sent; skips and failures are free. Free and Pro cover keyword automations without AI.
Start freeAI Instagram customer support — FAQ
Is an AI customer service chatbot allowed on Instagram?
Yes, when it runs on Meta's official Instagram API and follows the messaging rules: reply only to people who messaged you, inside the 24-hour window, never as first contact. Reachlee's AI answers inbound DMs only and connects through Instagram's OAuth login, never your password.
Will the AI make up a policy or a refund amount?
No. It answers only from knowledge you add, scanned website links, pasted text, or an opt-in interview, and never invents prices, policies, or links. When a question is outside your knowledge, it says the creator or team will get back to them. Add 'never confirm a refund amount' to guardrails if you want that explicit.
Will it try to sell to a customer who has a problem?
No. The classifier labels support issues separately, and AI Goals are never applied to them. A live Share-link or lead-capture goal steers replies to questions and buy intent only. Support threads get help, nothing else.
What happens when my team replies?
A human reply on a thread stands the AI down on that thread for 48 hours, automatically. You can also mute the AI on any thread from the Inbox header or the Activity feed, or pause it globally. Business includes 5 team seats.
Can the AI follow up with a customer later, or message someone who has not written in?
No. Meta's rules only permit replies to inbound messages inside the 24-hour window, so no compliant tool can first-contact or re-engage a quiet customer. If a customer writes again, the AI answers again, unless you have replied in the last 48 hours or muted the thread.
Does it work in Hindi and regional languages?
Yes. Language matching is on by default: the AI replies in the language the customer wrote in, across Hindi, Hinglish, regional Indian languages, and 20+ others. Your policies can be written once in English.
How much does AI customer support on Instagram cost?
AI Replies are on Reachlee Growth at $14/mo (₹799 in India) with 1,000 AI credits, and Business at $29/mo (₹1,499 in India) with 2,500 credits and 5 team seats. One credit per reply sent; skipped messages and failed sends are free. Free and Pro plans do not include AI.
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