Instagram DMs & Story Support, Powered by AI
Instagram Customer Support Software for DMs, Story Replies, and Comments, Together
Manage Instagram DMs, Story replies, mentions, and comments alongside every other channel in one workspace. AI Agent resolves repeat questions instantly, and agents get full context the moment they step in, without leaving BoldDesk.
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No credit card required
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3x faster replies with AI
Backed by Syncfusion
41K+
Companies worldwide
25+
Years in business
80%
of the Fortune 500 use Syncfusion software
3M+
Tickets Migrated
Free
Migration & Onboarding
SOC 2, GDPR & HIPAA
Compliant
99.9%
Uptime SLA
AI-Powered Support
One Conversation, Handled End to End
AI Agent, AI Copilot, and AI Actions are built into every plan, working together on every Instagram DM, Story reply, and mention, the same engine used across every other connected channel. A DM at 2am asking to update a shipping address gets resolved instantly if the order hasn't shipped, with AI Actions making the change through a secure API call; if it's already shipped, AI Agent hands it to a human, and AI Copilot already has the full context ready so they can act fast.
A DM, Story reply, or mention, any time, day or night.
Answers from your knowledge base. AI Actions updates the order, like a shipping address, through an audited API call.
AI Copilot has the full history ready, so the agent addresses it quickly instead of reading the thread first.
Core Capabilities
Everything Your Team Needs From Instagram Customer Support Software
Every Story Interaction, Captured
When a customer replies to your Story or mentions your business in theirs, it lands in the same inbox as a live chat, turned on with a toggle in the account's configuration when you connect Instagram.
Direct Messages, Live in Chat
As Instagram DM software, BoldDesk turns every incoming Direct Message into a live chat conversation, the same way Live Chat and WhatsApp do. Agents can link a ticket to any conversation for longer-term tracking, without turning the chat itself into a different object.
Comments Convert to Conversations
Comments on your posts and Reels are captured as conversations too. They don't get a welcome message, AI Agent handover, or auto-close. Agents reply to them directly.
Multiple Accounts, One Workspace
Connect and manage several Instagram Business accounts from one BoldDesk workspace, each mapped to its own brand and agent group.
Auto-Assignment
DMs, Story replies, mentions, and comments all route to the right agent automatically through Auto-Assignment, a block inside Chat Workflows. Rules can be scoped by brand and by Instagram account, with no limit on how many you create.
Beyond The Inbox
What BoldDesk Adds to Instagram Support
Meta Business Suite is where you post and message. It doesn't triage, route, or report on any of it. That's the gap BoldDesk closes.
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Story replies, mentions, and DMs all land as one live conversation type, no toggling between Instagram's own inbox tabs to catch each kind
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Multiple Instagram Business accounts route to the right brand and agent automatically, instead of one shared login per account
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AI Agent resolves repeat DM and Story questions on its own, not just a canned auto-reply
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Comments get tracked as a conversation too, so nothing quietly falls through
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Any conversation can turn into a trackable ticket the moment it needs longer follow-up
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The customer's full history, including email, live chat, WhatsApp, and every other channel, sits alongside their Instagram conversation, in the same workspace
Reply to Instagram From Your Phone
Download the BoldDesk agent app for iOS or Android to manage Instagram on the move. Push notifications on web and mobile mean nothing waits until you're back at your desk.
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Mobile App: stay connected on the go, never miss a customer query, for iOS and Android.
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Chat SDK: embeds just the live chat widget inside your own iOS or Android app, with push notifications.
Just BoldDesk
Instagram Included. No Upgrade Required
Stop paying more to unlock Instagram support. Every team gets the complete platform from day one, whether you're 5 agents or 1,000.
Just BoldDesk.$99
/ month. Billed yearly
| Number of Agents | Monthly (yearly billing) |
AI Credits
(Included for first 3 months)
|
|---|---|---|
| 5 |
$99
/ month
$1,188 billed yearly
≈ $20 / agent
|
500
credits / month
|
| 25 |
$349
/ month
$4,188 billed yearly
≈ $14 / agent
|
1,500
credits / month
|
| 50 |
$499
/ month
$5,988 billed yearly
≈ $10 / agent
|
2,000
credits / month
|
| 100 |
$999
/ month
$11,988 billed yearly
≈ $10 / agent
|
3,000
credits / month
|
EVERYTHING INCLUDED
- Omnichannel ticketing: Email, Chat, WhatsApp, Social, Voice: 10+ channels
- Workflow automation & SLA management
- Knowledge base & customer portal
- AI Copilot & AI Agents: Flat published rates, never per-resolution fees; starter credits in every plan
- Custom roles, SSO/SAML, audit logs: No "enterprise tier" required
- Advanced reports & custom dashboards
- Free expert migration & guided onboarding
Proof
Don't Take Our Word for It
Here are a few kind words from some of our happy customers.
Free Migration & Onboarding
The Zero-Risk Switch to BoldDesk
Free expert migration from your current support platform. We migrate your tickets, contacts, chat conversations, and knowledge base into your BoldDesk account first, so your team can review everything before going live. BoldDesk stays free until your current contract ends, and most teams are live in weeks.
Free expert-led migration
Tickets, contacts, knowledge base, and automations, rebuilt so your rules work from day one.
Review in a live sandbox
Verify everything before your team switches over. Nothing changes until you say so.
Free until your contract ends
Switch before renewal without paying for two help desks.
Guided onboarding on every plan
Most teams are productive within hours of go-live.
Secure, expert-led migration
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3M+ tickets migrated
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Up to 70% Savings vs Zendesk
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G2 Leader Fastest Implementation
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30-Day Money-Back Guarantee
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Enterprise Grade Security
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99.9% Uptime SLA
Security & Compliance
Protect Customer Data. Stay Audit-Ready
Protect customer data on every channel with secure infrastructure, compliance-ready controls, and enterprise-grade access management.
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SOC 2 & GDPR compliant
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AES-256 encrypted infrastructure
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SSO and IP restrictions
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Role-based access control and audit logs
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HIPAA-ready workflows
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Secure cloud architecture
FAQ
Common Questions About Instagram Customer Support Software
BoldDesk's Instagram customer support software connects your Instagram Business account to your customer support platform, working as Instagram live chat software so agents can manage Direct Messages, Story replies, Story mentions, and comments alongside every other channel instead of switching to Meta Business Suite.
No. An Instagram DM, Story reply, or Story mention arrives as a live chat conversation, the same way live chat does. A comment also converts to a conversation. Agents can create and link a ticket to any of them at any point for longer-term tracking, but the conversation itself stays a chat.
Yes. Story replies and mentions land in the same inbox as a Direct Message, turned on with a toggle in the account's configuration when you connect Instagram.
Comments convert to conversations too, but they don't get a welcome message, AI Agent handover, or auto-close the way DMs, Story replies, and Story mentions do. Agents reply to them directly.
Yes. AI Agent can resolve Instagram DM, Story reply, and Story mention conversations on its own, with AI Copilot assisting agents on any conversation that needs a human, and AI Actions handling backend updates like order or account changes.
No. Instagram's messaging policy limits replies to the window after a customer's last message, and BoldDesk follows that policy. There's currently no broadcast or proactive outbound messaging feature for Instagram, unlike WhatsApp and SMS.
Instagram support is included in every BoldDesk plan at no extra cost, from $99 per month for 5 agents to $999 per month for 100 agents, with a 15-day free trial.
Just BoldDesk.Give Instagram a Real Place in Your Support Workspace
Every channel and SSO are included from the first plan, with no add-ons required. Explore the full BoldDesk omnichannel customer service platform.
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No Feature Paywalls
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No Forced Upgrades
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SSO Included
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No Credit Card Required
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Cancel Anytime
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No Feature Paywalls
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No Forced Upgrades
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Free Migration
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No Credit Card Required
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Cancel Anytime