Guide & Reviews

How to Set Up Auto Reply & Instagram DM Automation


The old-fashioned method of phoning customer service or sending emails to ask about products is gone. Nowadays, one of the go-to ways for customers to connect with brands is through Instagram DMs.

Instagram’s direct messaging offers a personal touch for interacting with customers, influencers, brand partners, and others. Utilized effectively, Instagram DM can strengthen the bond between your brand and your audience, ensuring that your customers feel valued and supported.

To enhance your Instagram DM experience, here are some strategies for setting up an auto-reply. The guide also includes a tutorial instagram dm automation to free up more time.


What is Instagram DM Automation?

Instagram has become an essential platform for businesses aiming to expand their reach and engage with their audience; indeed, 70% of US businesses use Instagram for marketing purposes. Its appeal for marketing lies in the platform’s ability to deliver personalized ads and recommendations through its sophisticated algorithm.

As of 2019, Instagram reported that “130 million accounts engage with shopping posts monthly to discover products.” Given the vast amount of interactions, companies must maintain efficiency and not be bogged down by the volume of queries from potential customers. Automating Instagram DMs serves as an effective solution for users and businesses alike, enabling them to manage and respond to messages without dedicating extensive hours to the task, hence how developing an in-app chat system comes into play.


Benefits of Instagram DM Automation

Instagram DM automation offers a range of benefits that can significantly enhance the efficiency and effectiveness of a business’s social media strategy. By streamlining communication processes, it allows companies to engage with their audience more effectively, fostering better relationships and driving growth. Here are some key advantages of implementing Instagram DM automation:

  • Enhances response time: Automates replies to customer inquiries, ensuring prompt communication and reducing wait times.
  • Increases operational efficiency: Saves time and resources by managing large volumes of messages, allowing staff to focus on more strategic tasks.
  • Improves customer satisfaction: Offers immediate assistance, leading to a better user experience and potentially higher customer retention rates.
  • Supports 24/7 availability: Ensures that customer queries are addressed at any time, even outside of regular business hours.
  • Streamlines workflow: Integrates with other tools and services to provide a cohesive customer service experience.
  • Personalizes customer interactions: Tailors automated responses based on user behavior and preferences, enhancing the relevance and effectiveness of communication.
  • Facilitates scaling: Enables businesses to handle an increasing volume of interactions without a proportional increase in workload or staffing.
  • Provides valuable insights: Gathers data from customer interactions, helping to refine marketing strategies and improve product offerings.


Without further ado, let’s dive into how to set up auto-reply on Instagram DM.


Here’s how to Set up Auto Replies with Instagram DM Automation

When customers message you on Instagram, they expect quick responses. Waiting too long for a reply could lead them to consider your competitors instead. Immediate responses aren’t always feasible, especially during off-hours or holidays. Auto-replies are useful in these instances to inform customers of when they can expect a response.


Since Instagram’s default features don’t support setting up auto-replies, using a customer service platform like Trengo is necessary. With Trengo, you can centralize your Instagram communications along with other channels, enabling a unified management view.

Here’s how to do it:

  1. Go to Settings in Trengo >Automation >Auto replies
  2. Click on the + sign in green color
  3. Enter the message you wish to send during business hours.
  4. Enter the message you wish to send during non-business hours or on holidays.
  5. Choose the days you want to activate your auto replies, such as setting them up to only go out on weekends.
  6. Hit the save button.


How to use Instagram DM Automation with quick replies

Auto replies are useful, but they fall short when it comes to addressing frequently asked questions. Repetitively responding to the same queries about shipping, delivery, or returns can eat up valuable time. It’s inefficient to type out the same response repeatedly. Quick replies on Instagram DM can speed up your response time while ensuring consistency in your messaging tone.

Furthermore, they reduce the risk of sending incorrect information or making typos in crucial details like shipping costs. Quick replies can be set up directly through your Instagram business account, streamlining your communication process.

  1. Navigate to your direct messages.
  2. Select the ‘quick reply’ icon (a chat bubble with three dots) located in the bottom right corner.
  3. Then, choose ‘New Quick Reply’.
  4. At this point, you can compose your initial quick reply.
  5. In the ‘Shortcut’ field, enter a keyword or phrase that will activate the quick reply when needed.


Setting up Instagram DM Automation Rules

Besides quick or auto replies, implementing rules can automate the process of directing queries to the appropriate person or department. This eliminates the need for manually sorting, tagging, or assigning messages. It streamlines inbox management effortlessly.

Rules are based on specific conditions that prompt a designated action. For example, if an email about returns is automatically tagged with “return,” it will directly go to Lisa, who handles all return-related queries. This way, Lisa won’t have to sift through the inbox for relevant emails; they’re sent to her automatically.

While Instagram itself doesn’t offer the functionality to create such rules, platforms like Trengo can. Trengo is capable of identifying details like subject lines, email addresses, and contact names, ensuring that your inbox remains organized and messages are correctly categorized.



In conclusion, leveraging automation through Instagram DM can significantly enhance your customer service experience. By setting up auto-replies and quick replies, businesses can respond promptly to inquiries, saving time and maintaining consistency in communication.

Furthermore, using rules to automatically direct messages to the right team member or department streamlines workflow and ensures efficient handling of customer queries. While Instagram’s native features may have limitations, third-party platforms like Trengo offer the necessary tools to keep your inbox organized and your responses timely, making it easier to manage and improve customer interactions on Instagram.

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