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Answer customer questions in your DMs, even after hours

“Where’s my order?” “Do you ship to Canada?” Alto’s AI answers your customers’ DMs and comments from your Shopify store, at any hour, and passes the tricky ones to your team.

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How to automate customer service on Instagram. From “Where’s my order?” to “Thank you!”

  1. They ask

    It already knows your store

    Connect Shopify and Alto’s AI knows your products, stock, shipping and returns, plus any FAQs you add. Customers get a clear answer at 11pm, in the language they wrote in.

    Powered by AI Sales Agent

  2. Order updates

    “Where’s my order?” answered in the chat

    A customer sends their order number and email. The AI checks Shopify and replies with whether it has shipped and the tracking link, so nobody on your team spends the morning copying tracking numbers.

    Powered by AI Sales Agent

  3. In public

    Answer the questions under your ads

    “Do you ship to Canada?” gets a reply right under the post, where the next shopper sees it too. If the AI doesn’t know the answer, it leaves the comment for your team.

    Powered by AI Comment Replies

  4. Your team

    Tricky chats land with the right person

    Order changes, refunds and anything the AI can’t sort out go quietly to a teammate, with a summary of the chat and a ping in Slack. Nobody has to ask the customer to explain again.

    Powered by Unified Social Inbox

  5. Getting better

    Spot what customers keep asking

    Alto groups the questions the AI couldn’t answer and shows how often each one comes up. Add the answer once, and the next customer gets it.

Start automating support

Ways to automate customer support. Start with the questions you answer every day.

AI Sales Agent

Answer delivery questions

Where you ship, what it costs and how long it takes, answered from your shipping policy in any DM.

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Unified Social Inbox

Handle returns by your policy

The AI explains your returns policy in plain words, then hands the return itself to your team with a summary.

InstagramFacebookTikTokWhatsAppEcommerce
DM Automation

Reply to keywords like SHIPPING

Ask people to DM a word and Alto sends your answer, with a link to the details. It’s the simplest place to start.

InstagramFacebookTikTokWhatsAppEcommerce

Works with your store. Answers from Shopify, alerts in Slack.

  • ShopifyStore

    Your products, stock and policies for the AI, and order status for customers who ask.

  • SlackTeam

    A heads-up when a chat needs a person, with a link straight to it.

Customer service automation FAQs

Have something else in mind?
Talk to the Alto team.

Can AI handle customer service on Instagram?

Yes. Alto’s AI answers DMs on Instagram, Facebook Messenger, WhatsApp and TikTok, and questions under your posts and ads, using what it knows about your store. It writes in your brand’s voice and passes anything it can’t help with to your team.

Can it tell customers where their order is?

Yes, with Shopify connected. The customer shares their order number and the email they ordered with, and the AI replies with whether it has shipped and the tracking link. It never shares addresses, payment details or what’s in the order.

Can AI handle refunds and returns?

It answers questions about your returns and refund policy. It doesn’t issue refunds, accept returns or change orders: those requests go to your team with a summary, so a person always decides.

What happens when a customer needs a person?

If someone asks for a person, wants something only your team can do, or asks something the AI can’t answer, it quietly passes the chat to your team or a named teammate with a summary, and Slack can let them know. The AI stays out of that chat until you switch it back on.

Does it answer at night and on weekends?

Yes. There are no office hours to set: the AI answers whenever a customer writes, in the language they write in. If you’d rather check replies first, you can approve each one before it sends.

Can it answer questions in comments and on ads?

Yes, under your Instagram and Facebook posts and ads, your TikTok videos and on YouTube. Answers go out in public, so other shoppers see them too, and on TikTok you approve each one first. If it doesn’t know the answer, it leaves the comment for your team.

How does it know my shipping and returns policy?

Connect Shopify and it reads your products, prices and stock, and your shipping and refund policies. Add FAQs, files or pages from your website for anything else. Questions it couldn’t answer are saved, so you can add the answer once.

How is this different from Instagram’s own AI replies?

Alto answers from your Shopify store and your own FAQs, works the same way on Instagram, Facebook, WhatsApp and TikTok, and passes chats to the right teammate with a summary. Your team answers every channel from one inbox and can see which questions still need an answer.

Is it safe for my account?

Yes. You connect with each platform’s official sign-in, never your password, and Alto only replies to people who messaged or commented first. A comment reply that would repeat someone’s email or order number in public waits for you instead.

Which plan do I need?

Keyword replies, and answering DMs and comments yourself from one inbox, are free on Instagram and Facebook. The AI that answers questions, checks orders and hands chats to your team is part of Pro. Paid plans add TikTok and WhatsApp.