Instagram Automation
Overview​
The Instagram Enquiry Automation feature in SalesSensi AI helps business owners automatically handle customer enquiries on Instagram — from comments, DMs, and even story replies. It replies instantly based on your uploaded product details and Q&A document, ensuring that customers receive quick and accurate answers even when you’re offline.
How It Works​
DMs
Story Replies
Comments
- A customer comments on your post, replies to a story, or sends a DM.
- SalesSensi AI checks your uploaded product details and Q&A document for matching information.
- If a match is found, it sends an instant, personalized reply.
- If the enquiry doesn’t match any stored answer,AI will remain silent and not send any reply, ensuring it never responds inaccurately or unnecessarily.
- If the customer asks for alternatives, a carousel of similar products or categories is displayed with CTAs such as “View products” or “Buy Now.”
- Up to 10 Products or Categories can be shown in a single carousel.
- When a customer clicks Buy Now, SalesSensi collects their delivery address (if new customer) and places the order automatically.
- For products with variants, a variant selection carousel appears before the order step
- For unsupported inputs like voice or images, the AI skips replying so admins can manually review.
What You Need to Provide​
To make SalesSensi AI respond accurately and automatically on Instagram, you’ll need to set up your products, categories, and Q&A document inside Navigator.
1. Product Details​
Add all your products in Navigator → Products. SalesSensi AI will automatically use product data such as name, price, variants, stock status, and description to answer customer enquiries.
| Field | Description | Example |
|---|---|---|
| Product Name | Name of the product | Red Dress |
| Price | Selling price | â‚ą799 |
| Size/Variants | Available options | S, M, L |
| Stock | Availability status | In stock |
| Description | Short product info | Cotton dress with floral design |
The AI can then answer questions such as:
- “What’s the price of the red dress?”
- “Do you have size L?”
- “Is this available in blue?”
Important:
When adding a product, fill in the Search Suggestion field with a unique Product ID (for example: watch2).
Include this same ID in your Instagram post, reel, or story caption in the format below:
ID:watch2
When a customer interacts with that post, SalesSensi AI will instantly recognize the product and respond with accurate details.
2. Enquiry Q&A Document​
Add a list of frequently asked questions and their answers — mainly for general store-related enquiries. This helps the AI handle questions like delivery, payment, and returns.
| Question | Answer |
|---|---|
| What are your store timings? | We’re open from 9 AM to 9 PM every day. |
| Do you deliver to other cities? | Yes, we deliver across India. |
| What is your return policy? | Products can be returned within 7 days of delivery. |
If an enquiry doesn’t match any available product or Q&A data, the AI will remain silent and not send any reply, ensuring it never responds inaccurately or unnecessarily.
3. Category Management​
To enable SalesSensi AI to show carousels of similar or related products:
- Go to Navigator → Categories.
- Create a parent category named
_insta_parent. - Under
_insta_parent, create subcategories for each product type. - Map each product to its respective category.
| Category Name | Category ID | Example Products |
|---|---|---|
| Clock | _insta_clock | Wall Clock, Table Clock |
| Beds | _insta_beds | King size Beds |
When customers ask for related products — for example, “Show me more watches” — SalesSensi AI will use these mappings to display the correct product suggestions.
Of course — here’s your content rewritten in a clear, professional tone, formatted as two standalone sections you can directly include in your documentation:
Agent Mode​
When a business admin replies manually to a customer on Instagram, Agent Mode is automatically disabled.
- The AI bot will pause for 1 hour for that particular customer, allowing the admin to take full control of the conversation.
- During this time, the AI will not send any automated replies.
- After the 1-hour window, automation resumes automatically without requiring any manual action.
This ensures seamless coordination between human responses and AI automation — maintaining a natural, professional flow in customer communication.
Follow-Up Insights & Summaries​
Every 12 hours, SalesSensi AI generates an internal summary report to help you manage customer engagement effectively. The report categorizes customers based on their interaction patterns:
🟢 High Intent Customers – likely to buy soon
🟡 Needs Follow-Up – customers who showed interest but didn’t respond further
⚪ Casual Intent – customers who engaged casually without buying intent
These insights appear in Navigator, helping your team prioritize follow-ups, focus on hot leads, and improve conversion rates efficiently.
Got it 👍 — here’s the updated Rollout Plan with flexible timing instead of “1 week”:
Rollout Plan​
To ensure a smooth and stable experience, SalesSensi AI will be released in stages. This approach helps identify and resolve issues early, ensuring stable performance when fully launched.
Pilot Phase​
- The AI bot will initially reply only for selected test users.
- This phase is focused on monitoring message accuracy, product mapping, and system stability.
- Once the admin confirms that the setup is performing as expected, the feature will move to the live stage.
Full launch​
- After the admin verifies readiness, the feature will go live for all users.
- All businesses can then start using Instagram Automation for comments, DMs, and story replies seamlessly.
Benefits​
- 24/7 Automated Enquiry Handling – Instantly responds to customer comments, DMs, and story replies, even outside business hours.
- Accurate, Data-Driven Replies – Uses your Navigator product and Q&A data to ensure every reply is correct and relevant.
- Zero Unnecessary Responses – If no matching data is found, the AI remains silent to maintain professionalism.
- Category-Based Product Suggestions – Automatically shows carousels of related or similar products when customers ask for more options.
- Seamless Order Flow – When customers confirm, the AI collects delivery details and places orders directly.
- Agent Mode for Manual Handling – When a business admin manually replies, the bot pauses for 1 hour to avoid overlapping responses.
- Insightful Summaries Every 12 Hours – Navigator receives summaries of:
- Customers needing follow-up
- Customers most likely to buy
- Customers showing casual intent
- Reduced Manual Workload – Automates routine questions, letting your team focus on high-value interactions.
- Consistent Brand Communication – Maintains a uniform and professional tone across all customer messages.
Example Conversations​
Below are the conversation flows that SalesSensi follows in different customer scenarios.
New Customer​
[Customer comments in a reel]
Customer: price
AI Agent: This is [Product Name], priced at â‚ą[Price]. Would you like to order it?
Customer: Yes / I want this
AI Agent: Great. Please share your delivery address.
Customer: [Shares address]
AI Agent: Thank you. Confirming — you want to order [Product Name] at ₹[Price], to be delivered to [Customer’s address snippet], correct?
Customer: Yes / Confirm
AI Agent: Perfect. Your order for [Product Name] has been placed successfully. You will receive the order details shortly.
Existing Customer​
[Customer sends reel]
Customer: What’s the price of this?
AI Agent: This is [Product A Name], priced at â‚ą[Price A]. Would you like to order it?
[Customer sends another reel]
Customer: Price of this one?
AI Agent: That’s [Product B Name], priced at ₹[Price B]. Would you like to order this one?
[Customer replies to first reel]
Customer: I want this
AI Agent: Great! Just confirming — you mean [Product A Name] priced at ₹[Price A], right?
Customer: Yes / Confirm
AI Agent: Perfect. Should we deliver it to your existing address ending with [Address snippet]?
Customer: Yes
AI Agent: Awesome! Your order for [Product A Name] has been placed successfully. You’ll receive order details shortly.