A DM on Instagram that arrives in the evening often sits unanswered until the next business day — and in that time, a potential customer just as easily checks out a competitor. An auto-reply solves that: the sender gets an instant response, even when no one from your team is online. This article shows how to set it up.
Why an auto-reply on Instagram makes sense
Instagram DMs arrive at any time of day, often triggered by a product photo or story. Customers reaching out via social media expect a response just as fast as on WhatsApp. Without an auto-reply, it can take hours before anyone responds — a simple automatic confirmation makes a customer feel heard right away.
How to set it up with Bugalou
- Connect your Instagram account to your Bugalou inbox from the channels page
- Set up an automatic message that's sent instantly when a new conversation starts
- Define when the message is active — for example, only outside business hours
- Combine the auto-reply with the AI chatbot for FAQs, so simple questions get a complete answer right away instead of just a confirmation
Example texts for an automatic Instagram reply
Outside business hours: "Thanks for your message! We're currently offline, but we'll reply as soon as we're back online (usually within one business day). Urgent question? Feel free to also message us on WhatsApp."
During busy periods: "Thanks for your message! We're getting a lot of messages right now, so it might take a bit longer than usual to reply. We'll get back to you as soon as possible."
Redirecting to the AI chatbot: "Thanks for your message! While you wait for a team member: feel free to ask your question, our chatbot can often help you right away."
Taking automation further
A standalone auto-reply is a good start, but you can go further. Read our complete guide to automating WhatsApp messages for inspiration that applies just as well to Instagram — think routing to the right team member and structured opening questions.
Frequently asked questions
Does an auto-reply on Instagram work the same as on WhatsApp? The principle is the same: a pre-set message goes out automatically when a conversation starts. With Bugalou you set this up from the same automation environment as your other channels.
Can I combine the auto-reply with the AI chatbot? Yes. The automatic message can redirect the customer straight to the AI chatbot for a full answer, instead of just confirming the message was received.
How much does this cost? Instagram is one of the channels included by default from €49/month. 14-day free trial, no credit card required.
Also read Instagram DM customer service: how to answer customer questions for more tips.
This article was last updated in September 2026.
Founder of Bugalou and e-commerce entrepreneur. As a business owner, I noticed that customer service tools were either unaffordable or so complex you needed an IT department. That frustration led to Bugalou.