Answer product, sizing, and shipping questions in the DMs
Messaging
Fidiora + Instagram
Short answer
Fidiora answers Instagram direct messages grounded in your own content and routes anything needing a person to your team. It covers the evenings and weekends when consumers actually message, which is when most brands are not watching the inbox.
Instagram messages arrive at consumer hours, which are precisely the hours brands do not staff. The result is a queue of product and order questions that sit overnight while the customer, who was ready to buy, moves on. Answering instantly from your own content converts a channel that leaks intent into one that serves it, and your team handles the genuine issues rather than sizing and shipping questions.
Published September 10, 2026 · Reviewed by the Fidiora team
Instagram direct messages are a primary support channel for consumer brands, where product questions, order queries, and complaints arrive alongside general engagement.
What you can do with
Fidiora and Instagram
Cover evenings and weekends when consumers browse and message
Capture buying intent from product questions and route it onward
Route order problems and complaints to a person quickly
Keep answers consistent with your store and help content
02
How to connect
Fidiora connects through standard methods like API, webhooks, or your automation tool.
1
Connect your account
Link your Instagram business account and choose how the assistant introduces itself in the DMs.
2
Ground it in your store content
Answers come from your product, shipping, and returns content so nothing contradicts your store.
3
Route the rest
Set which topics always reach a person, and where escalations land in your existing helpdesk.
FAQ
Questions
Do customers mind an AI reply in the DMs?
Not when it answers the question they asked and offers a person immediately if they want one. What customers resent is waiting overnight for a sizing answer they needed to complete a purchase.
Can it capture sales intent?
Yes. Product questions in the DMs are frequently buying signals, and Fidiora can answer the question and route the qualified intent to your team.
What about complaints?
They should route to a person quickly. On social channels a mishandled complaint becomes public faster than anywhere else.
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