Instant reply
Sent automatically to someone the first time they message you. Use it to say thanks, set a reply time and point to quick answers.
Instagram auto reply: how to set it up for your business
You can set up an Instagram auto reply for free in Meta Business Suite: open Inbox, go to Automations, and turn on an instant reply, an away message or frequently asked questions for your Instagram account. These answer DMs, not public comments. Below are the step-by-step setup, eight auto reply messages for an online store you can copy, and what to do about the comments under your posts and ads.
Updated 2 October 2026
How to set up an Instagram auto reply (step by step)
- Switch to a professional account. In the Instagram app, go to Settings, then Account type and tools, and switch to a business or creator account if you have not already.
- Link Instagram to your Facebook Page. Meta Business Suite manages Instagram DMs through the Page, so connect them in Business Suite settings or from Instagram's Accounts Centre.
- Open Meta Business Suite on a computer (business.facebook.com) or in the Meta Business Suite app, then go to Inbox.
- Open Automations. Depending on your account it is a lightning-bolt icon or a menu in the inbox.
- Choose an automation, such as Instant reply or Away message, and tick Instagram as the platform.
- Write the message. Keep it short, say when a person will reply, and add a link to your shipping or returns page if that is what people usually ask.
- Save and test it by sending your account a DM from a personal account.
The four kinds of Instagram auto reply
Away message
Sent when you are marked away or outside the hours you set. Good for nights, weekends and public holidays.
Frequently asked questions
Up to a few tappable questions shown when someone starts a chat, each with a set answer. Great for shipping times, returns and sizing.
Saved replies
Not automatic: shortcuts you type to insert a ready answer. Set them up in the Instagram app under your business or creator tools.
8 Instagram auto reply message examples for online stores
1. Instant reply (general)
Hey! Thanks for your message 💛 We reply to every DM within a few hours (Mon to Fri, 9am to 5pm AEST). In the meantime, shipping and returns info is here: [link]
2. Away message (after hours)
Thanks for reaching out! We are offline right now but will reply first thing tomorrow morning. If it is about an order, pop your order number in here so we can jump straight on it.
3. Weekend or public holiday
Hi! The team is off for the long weekend and back on Tuesday. We will get back to you then. Orders placed now still ship on Tuesday.
4. Where is my order?
Thanks for your message! You can track your order any time here: [tracking page]. If it looks stuck, reply with your order number and we will check it for you.
5. Sizing question
Great question! Our size guide is here: [link]. Tell us your usual size and the item you are looking at and we will help you pick.
6. Sale or launch day
Thanks for your message! It is a busy launch day so replies might take a little longer than usual. Everything you need is on the product page: [link]
7. Collaborations and wholesale
Thanks for your interest in working with us! Please email hello@[yourstore].com.au with a bit about you and the team will get back to you within a week.
8. Returns
Sorry to hear something is not right! You can start a return here: [link]. If the item is faulty, send us a photo and your order number and we will sort it out.
Can you auto reply to Instagram comments?
Some tools can post automatic replies to comments, often triggered by a keyword. We do not recommend it for a shop. Meta has been restricting and shutting down accounts that automate public comment replies, and a robotic reply under an ad looks worse to other shoppers than a short, human one.
What works better: reply to buying questions on your posts and ads yourself, quickly, and move anything about an order to a DM. A price or stock question answered within an hour is often a sale; left overnight, it is usually gone. If spam is the problem, see how to stop spam comments on Instagram.
Where auto replies fall short
- They answer the first message only. The real question, like 'does this come in navy?', still needs a person.
- They cannot see the customer's order, so they cannot answer 'where is my order?' properly.
- They do nothing for comments under your posts and ads, which is where many buying questions are asked.
- Too many canned replies make a small brand feel like a big call centre.
How Paperflower helps
Paperflower puts your Instagram and Facebook comments, DMs and support email in one list and writes a reply for each one using your brand knowledge and the customer's Shopify order. Questions that could be a sale go to the top, and spam can be hidden for you on paid plans.
For DMs and email you check the draft and press Send. For public comments, Paperflower copies the reply and opens the comment on Instagram or Facebook so you paste and post it yourself; it never posts public replies for you. Sending DMs and emails on its own is off by default, paid plans only, and refunds and complaints always come to a person. See how DMs work.
How Paperflower is different
Comments are a sales channel, not a chore
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Use a professional account linked to a Facebook Page, open Meta Business Suite, go to Inbox, then Automations, choose Instant reply or Away message, tick Instagram, write your message and save. Test it by messaging yourself from another account.
Yes. Instant replies, away messages, FAQs and saved replies are free in Meta Business Suite and the Instagram app for business and creator accounts.
No. Automations need a professional (business or creator) account. Switching is free and takes a minute in Settings.
Meta's own automations are for DMs. Third-party tools can reply to comments automatically, but Meta has been restricting accounts that do, so we recommend replying to public comments yourself.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.