Instagram Chatbots
Build automated DM conversations that answer common questions without an agent.
An Instagram chatbot handles a DM conversation automatically — answering the questions you get constantly, and handing over to a person when it cannot.
Create a Chatbot
Select the Instagram account the bot belongs to.
Click Create Chatbot and give it a name.
Build the conversation — the messages the bot sends and the replies it offers.
Save, then Sync with Meta so it goes live.
What a Bot Can Send
| Element | Use |
|---|---|
| Message | Plain text |
| Buttons | Choices that move the conversation on |
| Web URL | Opens a link — Visit the website, Open in browser |
| Postback | Triggers the next step inside the bot |
| Live chat with a person | Hands the conversation to your team |
Always include a route to a human. A bot that cannot be escaped turns a small question into a complaint — the Live chat with a person action is what prevents that.
Handover to an Agent
When a customer chooses the live-chat option, the conversation becomes a normal ticket in the Inbox. The bot's messages are already in the thread, so the agent can see what was already said and does not ask the customer to repeat it.
Testing
Use the preview to walk the conversation before syncing. Check that:
- Every button leads somewhere
- The wording reads like your brand, not like a form
- The handover option is reachable within a step or two
- Nothing loops back on itself endlessly
Managing Chatbots
| Action | Notes |
|---|---|
| Clone | Copies a bot as "Copy of …" — the safe way to iterate on a live bot |
| Search | Find a bot by name once you have several |
| Delete | Removes it; sync afterwards so Instagram stops serving it |
Editing a live bot changes what customers get mid-conversation. Clone, edit the clone, test it, then switch — rather than editing the one currently in use.
Related Pages
- Entry Points — how customers start a conversation
- Automations
- Inbox