chatstaff with Instagram
Instagram DMs land in the same inbox as WhatsApp — with the same AI and the same team handoff.
Request access for your businessWhat you can do
For a shop that sells on Instagram, chatstaff is the person who answers first. The customer writes to the Direct inbox, in Albanian, the way they write to a shop. chatstaff reads the question, searches the catalogue you uploaded and answers about the product, the price, the colour, the size or the delivery. It is not one ready-made message for every question. The answer comes from your shop's data.
When the customer picks a product, chatstaff shows the card: photo, name and price, inside the chat. If a catalogue is connected to Instagram, the card goes as a product message; otherwise it goes as a photo with a caption. The customer does not leave the chat to search another site. If they ask for something that is not in the catalogue, chatstaff says so and does not invent a product.
The order is not confirmed by itself. chatstaff collects the name, the city, the delivery and the products, then leaves a draft for the team. A person looks at it, changes it if needed and confirms it. The customer is told the order was passed to staff, not that it is closed. No payment is taken in the chat.
When the question is outside what it knows, or the customer asks for a person, the chat moves to staff with the history. chatstaff stays quiet in that chat until someone returns it. The team sees the same thread in the panel. A small shop can cover the hours when nobody is by the phone, without leaving the customer unanswered.
- Read and reply to DMs from the panel.
- The same AI and catalogue.
- Handoff to staff with context.
Concrete example
Customer: “Do you have a WiFi yard camera, and can it arrive tomorrow in Durrës?” chatstaff searches the catalogue, finds the camera and answers with the price in the catalogue currency. Then it sends the product card and asks if they want it on an order.
The customer says yes and gives a name and address. chatstaff prepares the draft: product, city, cash on delivery. A new, unconfirmed order appears in the panel. chatstaff tells the customer that staff will confirm it. If they ask “are you a robot?”, the answer is plain: it is the shop's virtual assistant.
A customer writes from a post. chatstaff answers about the product and hands off if they ask for a person.
Illustrative example
What you need to connect
Connect with Facebook from the panel, together with the Page if you have one. You need an Instagram account linked to a Facebook Page you admin. You do not copy tokens by hand for the usual case.
After that, the same catalogue and the same rules apply. You do not upload a second catalogue for Instagram.
- Instagram account linked to Meta Business.
- Messaging permissions for the app.
Important limits
chatstaff does not take payment and does not close the order itself. The draft waits for the team. Outside 24 hours from the customer's last message, WhatsApp does not allow free text: an approved message template is required, for example when an order moves to confirmed or fulfilled. Without a payment method on the WhatsApp account, those off-window messages are not sent.
chatstaff does not promise stock you have not chosen to track, and it does not quote prices that are not in the catalogue. TikTok is not a ready channel. Voice, video and documents the customer sends are not read; photos are.
- Some media types (video/voice) may show as placeholders.
- Not a payments channel.
Questions about this channel
Do Story replies come in?
Supported direct messages enter the inbox; coverage depends on Meta.
Ready to connect this channel?
Tell us about your business. We'll contact you about next steps.
Request access for your business