Social DMs are one of the fastest-growing support channels for ecommerce brands — and one of the hardest to staff. Customers send a message on Instagram at 11pm and expect a response. Bookbag's AI agent handles those conversations natively inside Instagram DMs and Facebook Messenger, with the same accuracy and store connectivity as every other channel.
What you get
Instagram DM automation
Connect your Instagram Business account and let the AI handle incoming DMs — product questions, order inquiries, and complaint resolution.
Facebook Messenger integration
Automate support conversations on your Facebook Page's Messenger inbox, without losing the native app experience for customers.
Product question answers
The AI answers sizing questions, availability questions, and shipping questions using your live catalog and policy data — not a static FAQ.
Comment-to-DM flows
Automatically slide into the DMs of customers who comment on a post with a support question, starting the resolution in a private thread.
Order lookup by profile
When a connected customer sends a DM, the AI looks up their recent orders to give accurate, specific answers without requiring an order number.
Escalation to the shared inbox
Complex conversations are routed to your help desk team, who reply inside Bookbag and the response appears in the customer's Instagram or Messenger thread.
How it works
- 1Connect your Instagram Business and/or Facebook Page to Bookbag
- 2Incoming DMs are routed to the AI agent in real time
- 3The AI classifies the message and looks up any relevant order or catalog data
- 4It responds directly in the DM with an accurate answer or takes the requested action
- 5Conversations needing a human are escalated to the shared inbox with full context
Frequently Asked Questions
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