How do I answer Instagram DMs automatically?
Eva handles Instagram direct messages using your company's catalog, knowledge base and CRM.
On Instagram the question rarely arrives as words. It arrives as a picture: the product they liked, a screenshot of somebody else's catalog, a collage of three options. Answering that by hand means recognising the item, finding it in your list and getting back to the DM before attention moves on.
Eva is an AI sales agent with a built-in CRM that handles those messages using your catalog and your knowledge base. This page is what Eva does on Instagram, what it needs to connect, and the rules the platform sets here.
The conversation becomes an opportunity, by itself
María López
Hotel Casa Real
1.5-ton inverter mini-split × 3
$91,125.00
What Eva can do
- It handles direct messages with the identity, goal, greeting, style and restrictions you configured, including a greeting specific to this channel if you wrote a different one.
- It answers comments on your posts automatically — with a public reply mentioning the commenter — and continues the conversation in the direct messages with the same agent.
- It compares the customer's photo against your own catalog images and returns candidates with a confidence level and the evidence behind them, rather than a verdict.
- It searches your catalog and pulls the verified product record before naming a price, using only the fields marked visible.
- It creates or updates the contact and the opportunity in the CRM, asks for human assistance, assigns the conversation and notifies the teammates you configured.
- It follows up on inactivity and on specific dates inside the conversation, running a full agent turn each time rather than sending a stored message.
What makes it different
- The photo is the starting point, not an obstacle. Eva preloads up to the three most recent customer images so candidates are ready before the question is finished.
- It is the same agent that runs your website widget, WhatsApp, Messenger and the API: same catalog, same knowledge base, same CRM, with no separate setup per social network.
- Price never comes from the image. Visual candidates are confirmed against the product record, and where that verification is incomplete Eva caps what it will assert.
Live
See it working
Whatever the customer sends, Eva understands
Eva understands text, audio, photos and documents.
The sale that was going cold
Quote sent · Monday
3 days without a reply
Eva wrote again, with context
The customer answered: order confirmed
Eva follows up on its own and recovers the sale.
Tells you when it matters
Eva closed a sale · $91,125
Hotel Casa Real · 5 min ago
María asked for a person — your turn
The conversation waits with full context
Your team gets notified exactly when it matters.
What you need to connect it
- The Instagram channel connected to your Eva account, with the agent published rather than left in draft.
- A catalog loaded with product images and its visual index ready, plus the catalog tools enabled for that agent.
- Your commercial rules written down: what to ask before quoting, and when a conversation has to reach a person.
- A pipeline linked to the agent if you want conversations recorded as CRM opportunities.
The channel's rules
- Outside the conversation window Instagram skips delivery and leaves a visible event: there is no compatible route back into the thread, so Eva cannot reopen the thread the way an approved template lets it on WhatsApp.
- Instagram is not a campaign channel. It exists as a designed adapter but is not active: campaigns today go out over WhatsApp and email.
- The documented appointment reminders go out over WhatsApp and email. Booking from Instagram works; a reminder arriving on Instagram is not documented.
- Photo matching compares against your own catalog images. What is not in the catalog is not identified, and price, currency, availability and variants are always confirmed against the product record.
- Failures in detection, embeddings, reranking or reading text inside the image degrade the result; the answer stays capped by incomplete verification and by confidence levels.
- Eva answers from your catalog and your knowledge base: search returns up to twenty-five candidates and the detail lookup only returns fields marked visible.
- Eva Pay creates SPEI bank-transfer links in Mexican pesos and does not send an Instagram confirmation on its own when a payment clears.
- When somebody on your team takes over, Eva goes silent until control is handed back and pending work freezes.
- WhatsApp carrying more of Eva's capabilities does not mean Instagram carries all of them: the product source does not prove parity across channels.
online sales in six months
Serviacero Comercial, a steel distributor, multiplied its online sales more than fourfold in six months with Eva answering and quoting immediately.
Read the full storyPut Eva to work.
Send us a picture like the ones landing in your Instagram inbox and we will show you what Eva would have found in your catalog and how it would have answered.
Message us on WhatsAppUpdated