An AI agent trained on the brand's FAQ, sizing charts, and shipping policies now answers Instagram and Facebook DMs in seconds — 92% fully resolved without staff — while buying-intent messages route to a human with the whole conversation attached.
Typical results
Under 5 sec
First response time
3.3%
DM-to-sale conversion
24/7
Coverage incl. weekends
Figures reflect typical results for this kind of automation.
The challenge
The brand got hundreds of DMs a day — sizing questions, order status, return requests — and two social media managers answered them between everything else. Average response time was four hours, worse on weekends, and shoppers who asked 'does this run small?' had usually bought elsewhere by the time anyone replied.
Before and after
First response time
−99%DM-to-sale conversion
+18%Staff hours on DMs
−83%The automation
We trained an AI agent on the brand's FAQ, size charts, shipping and returns policies, and connected it to Instagram and Messenger through the Meta API. It answers routine questions in seconds in the brand's voice, checks live order status against the store, and classifies every message for intent. Anything showing buying intent, VIP status, or frustration is handed to a human instantly — with the full conversation and customer history attached.
How it works
- 01
DM arrives
An Instagram or Messenger message reaches the agent through the Meta API the moment it's sent.
- 02
Agent understands
The agent is trained on the brand's FAQ, size charts, and shipping and returns policies.
- 03
Instant answer
Sizing, shipping, and order-status questions get answered in seconds, in the brand's voice, with live store data.
- 04
Intent detected
Messages showing buying intent, VIP status, or frustration route to a human with the full conversation attached.
- 05
Everything logged
Every conversation syncs into the CRM, tagged by topic for weekly insight reports.
Starts from
- Instagram DMs
- Messenger inbox
Delivers
- Instant answers in brand voice
- Buying intent to a human
- CRM conversation log
The impact
92% of DMs are now resolved instantly, around the clock, and average first response fell from four hours to seconds. DM-to-sale conversion rose from 2.8% to 3.3%, the social team spends its day on campaigns instead of copy-pasting size charts, and no message goes unanswered on weekends.
Questions about this automation
What does the AI agent know, and where do its answers come from?
It is grounded in the brand's FAQ, size charts and shipping and returns policies, and it checks live order status against the online store. It answers only from that content. When a question falls outside it, the agent hands the conversation to a person instead of guessing.
When does a conversation go to a human?
The agent classifies every message for intent. Messages that show buying intent, come from a VIP customer or sound frustrated are handed to the social team at once, with the full conversation and customer history attached, so nobody has to ask the shopper to repeat themselves.
How does the agent connect to Instagram and Messenger?
It runs on the official Meta API, so DMs reach the agent the moment they are sent and replies go out from the brand's own accounts. Every conversation is logged in the CRM and tagged by topic, which feeds a weekly report on what shoppers ask about most.