Talkward × Instagram
Instagram customer service for online stores
Instagram DMs land in the same inbox as chat, email and WhatsApp. The AI answers shipping and order questions labelled, with order status from your source, and hands over to your team when it gets personal.
Sound familiar? Three moments from everyday life with Instagram.
No statistics, just an ordinary day in customer service.
After the reel: 80 DMs.
“Does it come in blue?”, “Do you ship to Austria?” The AI answers from your knowledge base; you answer the ten that really need you.
The Instagram account is tied to the founder’s phone.
Who replies when she is on holiday? With Talkward the whole team sees the DMs, assigns and writes under their own name.
“Where is my order?” by DM.
The AI asks for order number and postcode, reads the status from your source and replies with the tracking number, without anyone opening the ERP.
Talkward brings Instagram into the whole team’s inbox, with AI that answers as long as it is simple and hands over when it is not.
How the connection worksMeta Graph API, your account.
Talkward connects via the Meta Graph API to your Instagram business account, which is linked to a Facebook page. Direct messages and story replies arrive in the inbox; replies go back through your account. Comments under posts follow as the “Social comments” extension.
Whole team, one account
Assign, notes, @-mentions, reminders: everyone sees the DMs, nobody needs the founder’s phone.
AI labelled
Every AI reply carries the label, as the EU AI Act requires. If the AI hands over, your team continues.
Every language
DMs from France or Spain are shown by LiveTranslate in your language; your reply goes out in the customer’s language.
Your Meta account stays yours
Talkward stores conversations in Nuremberg. What happens at Meta is governed by your account; the “Europe only” option leaves Instagram untouched.
- Connection
- Instagram messaging via the Meta Graph API, with your Instagram business account
- Access
- Direct messages, story replies, images; replies within Meta’s time limits
- Processing
- Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.
Customer and order next to the DM.
Talkward recognises the customer by their Instagram profile and, if they mention it, by email. With a connected source, their orders sit next to the conversation.
- Profile
- Message
- Story reply
- Orders
- Tracking number
- @mia.keller
- mia@example.com
- Revenue
- €73.50 (2 orders)
- Last contact
- today, Instagram
Set up in three steps.
You need an Instagram business account linked to a Facebook page and access to the Meta Business Manager.
Connect the account
Under Channels › Add channel › Instagram, log in with Meta and choose the page with the linked Instagram account.
Screenshot to followAssign the brand
Assign the account to a brand; the brand’s knowledge base, signature and AI agent now apply to Instagram too.
Screenshot to followTest
Send a DM from a second account. It appears in the inbox; the AI replies or hands over.
Screenshot to follow
Instagram direct messages
no extra costfrom Basic, provisional, net
From Basic at no extra cost, AI replies from Professional. Comments as the “Social comments” extension, coming soon.
All plans and prices- DMs and story replies in the team inbox
- Customer and orders next to the conversation
- AI replies labelled from Professional
- LiveTranslate both ways
- Servers in Nuremberg (ISO 27001)
- Data processing agreement
- AI replies labelled (EU AI Act)
- Extensions cancellable monthly
Questions about Instagram
Question not listed? Write to us at hey@talkward.app.
Do I need a business account?
Yes, an Instagram business or creator account linked to a Facebook page. Meta does not allow private accounts for the messaging API.
Do comments come into the inbox too?
Not yet. Direct messages and story replies do; comments under posts follow with the “Social comments” extension.
How long may I reply?
Meta allows replies within 24 hours of the last customer message, with the human agent tag up to 7 days for team replies. Talkward shows the deadline on the conversation.
Where is my data stored?
Storage in ISO/IEC 27001:2022-certified data centres in Nuremberg, separated per merchant. Translation by DeepL (Cologne), AI by Mistral (Paris). “Europe only” option per brand. Without “Europe only”, Claude generates the AI replies, either in Frankfurt (AWS) or in the US (Anthropic). You receive a data processing agreement listing all sub-processors before the start.
Goes well with
WhatsApp BusinessWhatsApp in the team inbox, with your own business account and your own number.
LiveTranslateCustomers write in their language, your team reads and replies in yours. Both directions.
WooCommerce integration“Talkward for WooCommerce” plugin: order status for the AI and customer record, connected with one click, even behind Cloudflare.
Zapier integrationHandovers in Slack, complaints in Sheets, orders as WhatsApp: over 7,000 apps, no code.- All integrationsShop, ERP, marketplaces, shipping and service
Secureyour seat.
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