10 Instagram DMs service tools in 2023

  • Por Sophia Silva
  • 30/05/2023 às 17:58 atualizado em (27/09/2023 às 13:50)
  • 9min de leitura

Instagram’s “Direct Messenger” feature is known as an important resource for brands and businesses to communicate with their audience. Using some of the best customer service tools on Instagram DMs, it is possible to improve this interaction, creating a more interesting experience for both companies and users.

Among the best live chats for websites or to improve the connection between companies and their audience on Instagram, we can highlight the following chats as the most recommended:

If you are looking for a tool to take your Instagram DMs to another level, learn about the 10 service tools for Instagram DMs to increase your reach and relevance with users.

What are service tools?

Instagram DMs service tools are programs focused on improving user interaction when served by a company on the platform. Among these solutions, chat apps stand out as one of the most used categories for this.

Applications such as JivoChat, LiveChat, and Manychat, allow you to automate communication in Instagram direct through ready-made messages or bots with artificial intelligence technology that make this communication much more agile. Do you know this technology? Then find out what artificial intelligence is and how it works!

If you are looking for a robust and reliable tool for your DMs, in this article, you will learn all the details of the best service tools for Instagram DMs, helping you to identify the solution that best suits your needs.

Oh, and if you’re in need of more followers, check out 6 tips to gain followers and raise engagement on Instagram.

Chat and service tools for Instagram DMs

1. JivoChat

Jivochat Instagram DMs service tools

JivoChat is a very popular chat tool to use on social networks such as Instagram. With it, you can reply to DMs, reactions, and mentions on Instagram, as well as messages from other apps.

The JivoChat chatbot, using artificial intelligence technology, is able to automatically handle the most repetitive questions that arrive on your Instagram DMs, such as product quality, available colors, or checking the status of the order. This tool also assists in creating quizzes about products within the social network.

With JivoChat, you can add the right expert to the chat at any time, and you can even assign an agent exclusively to Instagram, providing customers with a more specialized service.

In addition to delegating specialist service operators on Instagram, it is possible to distribute contacts and new conversations between specialists in each sector, quickly redirecting chats between agents or sectors to resolve problems quickly. With JivoChat, you can add operators to Instagram Direct or restrict access whenever necessary.

One of the great advantages of JivoChat is the ability to add multiple agents directly without having to share your Instagram password with them. JivoChat gets access to Instagram messages through the official Messenger API for Instagram. This ensures risk-free work for your account.

Furthermore, JivoChat is also known for its marketing features. The tool collects data from customers who are visiting the site and generates leads for the marketing and sales team.

Main features:

  • Advanced features;
  • Secure connection to Instagram;
  • Full integration with Direct Messenger;
  • Lead generation on Instagram;
  • Software and support in several languages.

Negative points:

  • Limitations in the free version;
  • Machine translation makes small mistakes.


  • Professional Plan: USD 19 per month, per agent.
  • Business Plan: USD 39 per month, per agent.

If you already know JivoChat and want to try other software, check out the best Jivochat alternatives. We are sure that one of them will fit exactly what you need.

2. LiveChat

live chat Instagram DMs service tools

LiveChat is a customer service software that brings advanced features and integration compatibility with more than 200 platforms, including Instagram Direct. Thanks to the use of native LiveChat and Instagram APIs, the integration works quite smoothly.

However, to connect and receive messages from Instagram in LiveChat, you need to install a software called Instagram for Business. It is also important to remember that only professional Instagram accounts are supported.

LiveChat enables agents to receive and respond to messages from Instagram DMs directly within the LiveChat interface, eliminating the need for additional apps or to disclose your password to staff.

Further, LiveChat facilitates the customization of communication, making it possible to add quick and automatic responses with chatbot support. Another interesting feature is the ability to direct comments from stories to the chat within LiveChat.

One of the biggest advantages of LiveChat is its ease of implementation. There is no need to manipulate complex codes or tweak advanced settings. To start using LiveChat in Instagram Direct, just install it and click the “Connect” button. In addition, this tool allows you to connect up to 12 Instagram accounts.

LiveChat also facilitates the improvement of service quality by providing satisfaction surveys that are sent to customers after the end of each service via chat.

Do you know how to be more visible to Instagram algorithms? So get to know these SEO tips to be found on Instagram.

Main features:

  • Lead generation;
  • Connects up to 12 Instagram accounts;
  • Respond to stories messages;
  • Satisfaction surveys.

Negative points:

  • It does not have a free version;
  • Premium paid plans.


  • Starter Plan: $20 per agent, per month, billed annually.
  • Team Plan: $41 per agent, per month, billed annually.
  • Commercial plan: US$ 59 per agent, per month, billed annually.
  • Enterprise Plan: (to be agreed).

3. Manychat

Manychat Instagram DMs service tools

ManyChat is a different tool that offers chatbot and automation in Instagram direct chats. Its interface also stands out for being very easy to use, without the need to paste codes, and with a useful drag-and-drop feature.

This tool can be used to guide your customers in their search for the ideal product through service via Instagram DMs. It allows automatic responses to questions about products, and the creation of personalized questionnaires, and can direct customers to the point of sale.

In addition, ManyChat has the functionality to automatically send a welcome message, offer, or predefined link as a direct response to any comment or mention in stories, which easily makes it one of the best Instagram DMs serv tools.

As for the marketing part, with ManyChat it is possible to qualify leads with automated conversations, collecting and storing emails and phone numbers. In addition, it generates reports that help improve marketing work.

To ensure you get the most out of the program, ManyChat has a large library of best practices, guides, and tutorials available.

ManyChat also offers a variety of advanced features, including bulk messaging and message automation, among other features that enhance communication with customers.

Main features:

  • Drag and drop interface;
  • Automatic submissions of responses in stories.
  • Provides tutorials;
  • Marketing tools.

Negative points:

  • Long learning curve;
  • Limitations on integrations.


  • Pro plan: 15 USD per month.

4. LiveAgent

LiveAgent is an award-winning, multi-featured customer support software that easily integrates with over 250 platforms, including major social networks like Instagram. It concentrates automation resources for Direct Messenger, offering more than 130 features and more than 200 integrations with other tools. Its chat widget is one of the fastest on the market and its implementation is very easy and fast.

5. Intercom

Intercom is yet another chatbot program with several features, such as product tours, self-service, and much more. It allows cross-platform integration, especially with Instagram Direct. With it, you can answer messages sent directly in Direct, or any mention in Stories. Intercom also allows you to use applications within bots to automate and customize sales flows.

6. Zendesk

Zendesk is a cloud platform that provides customer service, including Help Desk ticket creation and issue tracking. It easily integrates with many content management systems, customer support tools, and social networks like Instagram. In addition, it offers optimization for use on mobile devices through the Zendesk app and generates strategic reports to assist with marketing planning.

7. Front

Front is a unified solution that lets you better manage the Direct Messages on Instagram, as well as from several other communication platforms, in a single interface. The tool streamlines customer service in the DM through automatic messages and chatbots, ensuring that all questions receive answers. Front enhances the efficiency of teams, providing support for the automation of work processes and delivering detailed analysis, which contributes to the continuous improvement of the team.

8. Groove

Groove is a chat tool that integrates with Instagram Direct, providing greater convenience for your customers. With Groove, it is possible to configure automatic responses on the social network, so that not only you canwelcome customers in a friendly manner but also resolve their doubts quickly. In addition, Groove stands out as a powerful marketing tool, capable of collecting email addresses and WhatsApp numbers from users who interact with the company Direct.

9. Crisp


Crisp is a platform that integrates support, sales, and marketing in a single environment, optimizing communication management with your customers. Its shared inbox centralizes all interactions from external channels, which include SMS, WhatsApp, Telegram, and especially Instagram Direct, simplifying the workflow and promoting greater efficiency. Crisp features a remarkable customer engagement tool that enables manual or automatic redirection of leads or customers.

10. Userlike

Userlike is a customer support platform through chat and messaging designed to assist consumers throughout the entire Instagram Direct purchase process. The platform has automation features and chatbots, based on artificial intelligence technology, to provide agile customer service.

Also, check out these 10 chat tools for better communication in team projects.

Where is the chat on Instagram?

The chat on Instagram, called Direct Messenger, is located on the icon in the upper right corner of the screen. Tapping this icon will take you to the Direct inbox, where you can access your messages, as well as have the option to start new conversations.

What are the best tools for Instagram Direct?

The best tools are JivoChat, LiveChat, and Manychat. They make it possible to automate communication on Instagram DMs through advanced features, in addition to traditional automatic prompt messages and artificial intelligence bots that make this communication much more agile.

What is the most used tool for Instagram in the world?

The most used chat tool in Instagram Direct is JivoChat. This software makes it possible to reply to DMs and respond to reactions and mentions in stories. In addition, like any good chat program, Jivochat allows the creation of automatic responses and an artificial intelligence chatbot for customer service.

How to automate Instagram Direct?

To automate Direct Messenger it is necessary to decide on a tool that we have indicated in this article. These software are usually very intuitive and simple to use. Just install one of the programs, and when you open it for the first time, a step-by-step guide will appear to guide you on what to do to complete the integration with Instagram Direct.