Solutions / ecommerce brands
AI replies for ecommerce DMs: product, stock and order questions
Your best-selling product question arrived at 1am. You answered it at 10am. The sale went to Amazon.
Your customers ask product questions in DMs. After hours, nobody answers until morning. Fix that.
- Build and test your own AI free
- 7-day free trial on yearly plans. Card at checkout, nothing charged until day 8
- Instagram, Messenger and WhatsApp in one inbox
The short answer
With Shopify connected, Instant Reply can search your catalog, check stock levels, share a cart link and look up recent orders for the customer's phone number, then reply on Instagram, Messenger or WhatsApp. Refunds, returns and complaints are not automated and go to your team. Shopify sync works on every plan.
Last verified
Where to focus in the interactive demo
Product question answered from the catalog
Stock check
Hand-off of a refund request
Key facts
- Shopify catalog, stock and order lookup work on every plan.
- Order lookup matches the customer's phone number, so it works best on WhatsApp.
- The AI does not issue refunds, create draft orders or generate discount codes.
How a conversation runs
- 1
Shopper asks
"Do you have this in a medium?" on Instagram, Messenger or WhatsApp.
- 2
Catalog and stock
The AI searches products, checks per-location stock and can send a cart link.
- 3
Order question
It looks up up to five recent orders for the customer's phone number and shares status and the first tracking link.
- 4
Hand-off
Refunds, returns, damaged goods and anything it cannot answer go to your team.
- Customer: Where is my order? I ordered Friday.
- AI reply: I can see your last order has shipped. Here is the tracking link. If it hasn't moved in a few days, tell me and I'll pass it to the team.
Which plan you need for this
Plan requirements checked against the product code. Meta's own WhatsApp fees are billed to your Meta account and are not in these prices. See pricing for limits.
Swipe the table sideways to see every column.
| Capability | Starter$59/mo | Growth$129/moRecommended | Pro$349/mo |
|---|---|---|---|
| Instagram DMsOn every plan, including Free. | Included | Included | Included |
| MessengerStarter and above. | Included | Included | Included |
| WhatsApp (official Meta API)Growth and above. Meta's own message fees are billed to your Meta account. | Not included | Included | Included |
| Shopify catalog and order lookupOn every plan. Order lookup matches the customer's phone number. | Included | Included | Included |
| AI replies from your knowledge baseAllowance per month: Starter 10,000, Growth 35,000, Pro 100,000. | Included | Included | Included |
| Human handoff and ticketsUncertain or flagged conversations go to a person. | Included | Included | Included |
| No-reply follow-upsUp to 3 nudges, each 1 to 23 hours apart, and only inside the 24-hour reply window. Off until you create the rule. | Not included | Included | Included |
Break-even check
Not a forecast. This only divides the Growth plan price by what one order is worth to you. Change the numbers to your own.
Try it on your own ecommerce brands DMs.
Build and test your own AI free. 7-day free trial on yearly plans. Card at checkout, nothing charged until day 8.
Common pain points
- Shoppers ask about products, sizes and stock across several channels.
- Teams repeat the same shipping and returns answers and still miss off-hours leads.
- Where-is-my-order messages eat the day.
What the product helps with
- One inbox instead of three apps.
- Answers drawn from the live catalog rather than a stale FAQ.
- Order questions answered with status and tracking when the phone number matches.
How it fits your stack
Shopify OAuth connection by an owner or admin; products, inventory and orders sync through webhooks.
One-hour abandoned-checkout message for shoppers who already have a conversation with you, inside the 24-hour window.
Signed webhooks can pass escalations to a help desk. There is no native Zendesk or Gorgias connector.
Questions from ecommerce brands
Does it answer product questions with my actual product data?
Yes. With Shopify connected it searches your synced catalog and checks stock by location. Anything it cannot find goes to a person.
Can it handle order status?
Yes, for customers whose phone number matches a Shopify customer. It returns up to five recent orders with status and the first tracking link. It does not take typed order numbers or emails as proof of identity.
Can it process refunds or create discount codes?
No. It can acknowledge a refund request and hand it over. It can pass along a discount code you already have in a cart link, but it cannot create one.
Does it send review requests after delivery?
Not automatically. Review requests send after a team member marks a conversation complete. There is no Shopify delivery trigger.
Does it recover abandoned carts?
It sends a single message about an hour after checkout starts, only to shoppers who already have a conversation with you and only inside the 24-hour window. It is not a broadcast tool.
Which plan do I need?
Shopify works on every plan. Add Growth for WhatsApp and follow-ups. Pro is only needed for calendar booking and CRM sync.
When to skip us
If your support lives in a help desk and DMs are a handful a week, you probably don't need this yet.
What it does not do
- No WooCommerce, BigCommerce or Magento connector.
- Order lookup is unreliable when the DM account has no phone number on file.
- Refunds and returns stay manual.
Further reading
- WhatsApp catalog guide. Showing products inside WhatsApp.
- AI replies. How replies are grounded in your knowledge base.
- How to review an AI draft reply. The approve-before-send workflow.
- Smart follow-ups. How no-reply nudges are timed and stopped.
Related solutions
See it in context
Open the interactive demo, compare plans, or talk to the team.
7-day free trial on yearly plans. Card at checkout, nothing charged until day 8. Questions first? Contact the team from the footer.