Answer Instagram DMs and post comments automatically — turn your most active social channel into a support and sales surface.
Instagram is where a lot of customers first reach out — sliding into your DMs, or asking "how much?" in the comments under a post. Vivollo can handle both, so those messages get a fast, helpful answer instead of sitting unread.
Two surfaces: DMs and comments
Instagram gives you two distinct places to meet customers, and Vivollo covers both:
- Direct messages — private one-to-one conversations, just like any other chat channel. Your agent answers questions, looks things up, and hands off to your team when needed.
- Comments — public replies under your posts. When someone comments, the agent can respond, which is perfect for product launches, promotions, and the flood of "price?" comments that follow a good post. The agent sees the post's context (the image and caption) so its reply makes sense.
How it connects
Instagram is connected through Connexease, which manages the link to your Instagram business profile. If you set up the Connexease channel, your Instagram DMs and comments come along with it, flowing into Vivollo alongside your other channels.
What to expect once it's live
- Real-time replies to DMs and comments, driven by your usual flows and assistants.
- Media support — customers can send photos in DMs, which the agent can understand with Vision.
- Burst handling — rapid-fire messages are gathered into one reply, so the agent never talks over itself.
When a member of your team replies directly inside Instagram (rather than through Vivollo), that reply is recorded so your history stays complete — but it won't kick off an automated flow. The agent stays out of the way when a human has already stepped in elsewhere.
Same agent, social surface
As with every channel, Instagram doesn't need its own separate agent. Your existing knowledge and flows answer here too, and a customer who DMs you on Instagram and later visits your site is recognized as one person. Connect it once, and your agent is on Instagram.