Communication channel
Instagram DM customer service integration with Cuego
Answer DMs about products and orders without opening the app, with the same AI as on your other channels.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
For many webshops, Instagram is where product questions start: someone sees a post and sends a DM. Those messages often go stale because they live outside the service tools. With this integration, Instagram DMs land straight in Cuego. Product questions, order questions and complaints get the same treatment as any other channel, including Cuego answers based on your real stock and order data.
The context that comes with it
This information already exists somewhere
Cuego doesn't copy your system. This data comes in the moment a customer gets in touch about it, and moves back into the background afterwards.
Direct messages to your Instagram business account, grouped per sender.
The conversation history, so a returning question doesn't start from scratch.
Replies from the inbox or Cuego, sent through the official Meta API.
The integration in motion
1. The question comes in
Cuego only knows what the message says
A customer gets in touch. At that point Cuego knows nothing beyond what the message says: a name, an address and a question. Everything that makes the answer complete still sits in Instagram DM.
Register a return for order #8124
Questions that answer themselves
With that data in place, nobody has to go looking. This is what can happen next.
Is this still in stock?
Cuego links the question to your product catalog and answers with current availability, right in the DM.
DMs that sit unanswered for days
Every DM gets an owner and a status in the same queue as your other channels. Nothing disappears into the app anymore.
How it works
How to connect it
Connect your Instagram business account through your Facebook page in Settings under Messaging. Instagram requires a linked business page; after that, DMs flow in automatically.
FAQ
Frequently asked questions
No, Meta requires an Instagram business account linked to a Facebook page. Switching is free in the Instagram app.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
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The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
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