Think of IG Direct as the private side of Instagram. It’s where the real conversations happen away from the public comments section. You can send text, photos, videos, voice notes, and even hop on video calls.
You probably use Instagram Direct (or just "DMs") every single day to send memes to your besties or slide into someone's messages. But it’s actually way more than just a chat app inside Instagram.
But here's the tea: for businesses, IG Direct is absolute gold. It's not just about chatting; it's about customer service, making sales, and actually connecting with people.
Like, over 375 million people use IG Direct every month. If a business isn't on there, are they even real?
It’s pretty simple: Instagram Direct helps businesses sell more. When you DM a brand asking "hey, is this in stock?", you’re usually ready to buy. Businesses know this, so they try to reply as fast as possible to close the deal. It’s faster than email and feels way more personal.
If a customer waits hours for a reply, they’ll buy from someone else. To stop this, businesses use three main tools:
The formula is simple: Fast Response = More Sales. Automation handles the basics instantly so the team doesn't burn out.
Just like email marketing, managing DMs requires a strategy. According to Instagram for Business, responding quickly can increase conversion rates by significant margins.
Leaving someone on read is rude in real life, and it's worse in business. Fast replies = happy customers.
If your brand is chill, talk like a human. No one wants to talk to a dictionary.
Don't spam. Only message people who actually want to hear from you.
Remember that "500 messages a day" scenario? To handle that without losing their minds, businesses use tools like Dooza desk Desk.
Instead of just staring at a phone screen all day, Dooza desk Desk puts all those Instagram Direct messages into one neat dashboard on their computer. It’s like an inbox for all your social chats, so nothing gets lost and everyone gets a reply.
Basically, it keeps the business organized so they can focus on the fun stuff.
Yep! You can use the browser version, or tools like Dooza desk Desk if you're running a business.
Totally. But maybe don't send your credit card info over a DM just to be safe.
Instagram has a 'Hidden Requests' folder that filters out a lot of the junk automatically.
If you are also looking for better ways to manage your overall customer support stack, check out our guide on the Top 5 Gorgias Alternatives in 2025.
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