# Turn Instagram DMs into sales Answer Story replies and ad-driven DMs with live Shopify product knowledge. **Replied to your Story** Daytrip Bag · Olive 1. Does this olive Daytrip fit a 15-inch laptop? 2. Yes. It fits a 15-inch laptop and is designed for under-seat carry. Here is the olive one.Northstar Supply **Daytrip Bag · Olive** northstar.example/products/daytrip-bag-olive ## Why Instagram Direct + BuyScout® When a shopper replies to a Story, shares a post or Reel in a DM, or opens Instagram Direct from an ad, BuyScout® can answer with the relevant product and store context while the intent is still fresh. ## Treat Direct as a primary buying surface Make fast, catalog-grounded answers part of the Instagram buying journey. 1B+ daily business threads across Meta messaging apps ## Continue from visual context Use the Story, shared content, or ad already in the DM to ground the next answer. DM only private Direct conversations, not comment management ### Keep shopping help private Handle discovery, order questions, and handoff in DMs—never comment publishing or moderation. ## What BuyScout® does in Instagram Direct BuyScout® can combine entry context Instagram provides with current Shopify data to ground the private conversation. 01Continue from a Story replyUse the product or styling context already attached to the shopper's private Story response. 02Convert an ad that opens Instagram DirectCarry the advertised product into the DM and answer while paid purchase intent is still fresh. 03Follow up while purchase intent is freshRe-engage an unfinished Instagram Direct purchase with a contextual follow-up. **Replied to your Story** Daytrip Bag · Olive 1. Shopper: Does this olive Daytrip fit a 15-inch laptop? 2. AI Store Agent: Yes. It fits a 15-inch laptop and is designed for under-seat carry. Here is the olive one.Northstar Supply **Daytrip Bag · Olive** northstar.example/products/daytrip-bag-olive Today 1. Shopper: I opened this from your Dew Veil ad. Is it fragrance-free, and does it contain ceramides? 2. AI Store Agent: Yes. Dew Veil Barrier Cream is listed as fragrance-free and contains ceramides.Northstar Supply **Dew Veil Barrier Cream · $34** northstar.example/products/dew-veil-barrier-cream Today 1. AI Store Agent: Still deciding between TrailLite and RidgeWalk? I can help with fit or weather protection. 2. Shopper: Which one comes in wide? 3. AI Store Agent: RidgeWalk has the documented waterproof rating and comes in wide.Northstar Supply **RidgeWalk Wide** northstar.example/products/ridgewalk-wide ## Human handoff and unified inbox BuyScout® sends the Instagram Direct entry point, full DM thread, products or orders discussed, and unresolved question to the unified inbox, then pauses while a teammate owns the conversation. **Unified inbox** Every conversation in one queue **Merchant review needed** Full thread and shopping context attached **Assigned to teammate** AI paused ## How BuyScout® starts helping ### Connect Instagram Connect your Instagram professional account, then authorize BuyScout® to manage direct messages. ### Reads your store automatically BuyScout® uses the Shopify products, store pages, policies, availability, cart, and order context already connected for website chat. ### Use your existing AI Store Agent settings BuyScout® applies the same store knowledge, AI behavior, handoff, and store-action settings used by website chat. No separate Instagram behavior setup is required. ### Optional testing Merchants can send a test Instagram DM to confirm the connection and handoff path before sharing the channel with shoppers. ## Where Instagram has limits - **Instagram Direct only.** BuyScout® handles profile DMs, Story replies, posts or Reels shared inside a DM, and ads that open Instagram Direct—not public comment management or moderation. - **Automated replies use Meta's messaging window.** Instagram conversations begin when a shopper messages the connected professional account. BuyScout® automates replies within Meta's standard 24-hour window; eligible human follow-up uses Meta's separate Human Agent allowance, which does not permit automated messages. - **Private actions require proof.** BuyScout® reveals private order or account information only after secure verification and asks for confirmation before an eligible consequential action. - **Exceptions reach a teammate.** Policy exceptions, disputes, safety concerns, and requests without reliable store evidence move to a person with the conversation context attached. ## Frequently asked questions **Does BuyScout® reply to or moderate Instagram comments?** No. BuyScout® handles private Instagram Direct conversations only. Public comment replies and moderation are outside this channel experience. **What context can BuyScout® use from a Story reply or ad?** BuyScout® uses only the Story, ad, referral, and message context Meta delivers with the DM. When that context does not identify the product or need, BuyScout® asks a clarifying question. **What limits apply when following up after a shopper stops replying?** Automated replies and follow-ups stay within Instagram's standard 24-hour messaging window. Instagram's Human Agent allowance is for eligible human support, not automated sales or promotional messages. **Can BuyScout® message followers who have not opened a DM?** No. Following the account does not by itself permit an automated DM. The shopper must first message the connected professional account through a supported Instagram Direct entry point, and follow-up must remain within Meta's permitted messaging window. **Can BuyScout® send a specific product or variant link inside a DM?** Yes. BuyScout® can send the relevant Shopify product or variant URL in the conversation. Instagram controls how that URL is rendered, so a native page preview may vary. **How are private order questions verified in Instagram Direct?** BuyScout® requires an authenticated customer flow or secure one-time verification before showing private order details or performing an eligible change. An Instagram identity alone is not proof of order ownership.