WaaPY – WhatsApp Broadcast, Automation, Notification & Customer Service Software
Instagram DM Automation and Shared Inbox for Business
Turn Instagram Direct into a real sales and support channel. WaaPY connects your Instagram professional account to one shared, AI-powered inbox — where your whole team can answer DMs, story replies and comments alongside WhatsApp, Messenger, TikTok and Telegram conversations.
Your Instagram audience already messages you. The problem is what happens next.
Instagram is where discovery happens.
A reel gets views, a story gets replies, an ad gets taps, and suddenly there are eighty unread DMs in a native app that was never built for a team.
The native Instagram inbox has real limits for a growing business:
- Only one person can practically hold the login at a time
- No way to assign a conversation to a specific salesperson or branch
- No ticket status, so nobody knows which enquiry is still open
- No CRM record, so yesterday's buyer is a stranger today
- No reporting on response time, resolution rate or conversion
WaaPY replaces that with a proper operations layer on top of the official Instagram Messaging API from Meta — built for teams, audited, and connected to the rest of your stack.
| Capability | Native Instagram App | WaaPY |
|---|---|---|
| Multi-agent access | ✗No | ✓Yes |
| Conversation assignment | ✗No | ✓Yes |
| Ticket status and SLA | ✗No | ✓Yes |
| AI auto-reply with your own data | ✗No | ✓Yes |
| Comment-to-DM automation | ✗No | ✓Yes |
| Contact and CRM records | ✗No | ✓Yes (unified profile) |
| Labels and segmentation | ✗Limited | ✓Yes |
| Reporting and analytics | ✗No | ✓Full dashboard |
| Other channels in the same inbox | ✗Meta only | ✓WhatsApp, Messenger, TikTok, Telegram |
| API and workflow automation | ✗No | ✓n8n & open API |
Everything your team needs to run Instagram at scale
A proper operations layer on top of the official Instagram Messaging API from Meta — built for teams, and connected to the rest of your stack.
Shared Instagram inbox
Multiple agents work one account at once, with assignment, internal notes, transfers and access controls.
AI chatbot that knows your business
Connects to your database, CRM and catalogue — real stock, prices and order status, not generic FAQ text.
Comment-to-DM automation
Send a private reply the moment someone comments — the compliant way to open a sales conversation.
Story replies become tickets
Story replies and mentions land as full conversations, with story context attached for the agent.
Ice breakers and quick menus
Tappable starting questions and guided menus so conversations begin with structure, not "hi".
Smart ticketing and SLAs
Every DM becomes a trackable ticket, labelled by intent, filterable by status.
CRM and analytics
Instagram contacts merge into the same record as WhatsApp or Messenger history, with full dashboards.
n8n workflows and open API
Push a lead into your CRM, check stock in your ERP, or trigger a payment link — visually or via API.
The Instagram messaging rules — and how WaaPY keeps you compliant
Instagram messaging is governed by Meta's platform policy. Most businesses discover these rules the hard way, after a failed send or a restricted account.
| Rule | What Meta allows | How WaaPY handles it |
|---|---|---|
| Standard messaging window | 24 hours from the customer's last message | Live window timer on every conversation; agents see time remaining before they reply |
| Human agent tag | A human agent may reply up to 7 days after the customer's message, for support resolution only | Applied automatically when a human agent replies after the 24-hour window |
| Private replies to comments | One private reply per comment, sent within 7 days of the comment | Comment-to-DM rules with duplicate protection |
| Story replies and mentions | Delivered to the inbox and re-open the messaging window | Captured as conversations with the story context attached |
| Broadcast templates | Instagram has no WhatsApp-style template broadcast | WaaPY routes bulk campaigns to WhatsApp, and uses Instagram for conversation and re-engagement |
| Account type | Instagram professional (business or creator) account required | Guided connection during onboarding |
| Automation disclosure | Automated chat should be disclosed to the customer where required by law | Configurable bot disclosure message |
Instagram is a conversation channel, not a blasting channel. WaaPY's job is to make sure every conversation you legitimately open is answered fast, tracked properly, and converted — and to send your bulk campaigns down the channel that is actually built for them. See WhatsApp broadcast and bulk messaging →
The Instagram messaging rules — and how WaaPY keeps you compliant
Instagram messaging is governed by Meta's platform policy. Most businesses discover these rules the hard way, after a failed send or a restricted account.
A customer who DMs you on Instagram today and messages your WhatsApp number next week is one contact with one history — not two disconnected conversations in two apps. See all WaaPY features
Instagram DM automation — frequently asked questions
Yes. WaaPY connects to your Instagram professional account through Meta’s official Instagram Messaging API and lets you auto-reply with an AI chatbot, route conversations to agents, track them as tickets, and push the data into your CRM.
Not necessarily. Meta supports connecting an Instagram professional account both with and without a linked Facebook Page. WaaPY guides you through whichever setup applies to your account during onboarding.
Meta’s standard messaging window is 24 hours from the customer’s last message. For support cases that genuinely need longer, a human agent may reply within 7 days using Meta’s human agent tag. WaaPY shows the remaining window on every conversation.
No. Instagram does not offer a WhatsApp-style approved template broadcast. Instagram is for conversations you have opened legitimately — through DMs, story replies, comments or ads. For bulk campaigns, use WaaPY’s WhatsApp broadcast tools.
Yes. WaaPY can respond to a comment and send that person a private reply in Direct, which is the standard, policy-compliant way to move a public comment into a private sales conversation.
Yes. That is the core of the shared inbox: multiple agents, conversation assignment, internal notes, transfers, and access-level controls that keep sensitive chats restricted.
Yes, if you connect it. The WaaPY AI chatbot reads from your databases, CRM, catalogue and APIs, so replies reflect live data rather than a static FAQ list.
Yes. WaaPY is an omnichannel platform — every channel shares one inbox, one contact record, one AI layer, one ticketing system and one set of reports.
An instance can typically be set up in about an hour, with onboarding training included. Support is available afterwards through the ticketing system or WhatsApp.
Check out our plans, and get started now
Stop losing sales in your Instagram inbox
Give your team one place to answer every Instagram DM, story reply and comment — with AI doing the first mile and your people closing the deal.