Zipchat on Instagram: yes, it answers DMs, and every plan includes the channel
Zipchat can answer Instagram DMs for a Shopify store, and it does so with the same AI and store knowledge it uses on your site chat, WhatsApp, and Messenger. Zipchat's pricing page lists the same channels on all four plans: chat widget, email, WhatsApp, Instagram, and Messenger. So the plan you pick comes down to how many AI replies you need each month, not which channels you want.
It fits a store where the same questions land in DMs again and again, such as stock, shipping, sizing, and "where's my order?". It is less suited to DM marketing. Instagram doesn't support follow-up sequences or broadcasts in Zipchat, and Meta's 24-hour messaging window limits when you can reply. Both are covered below.
This guide was written from Zipchat's site, Instagram channel page, pricing page, Shopify integration page, docs, and Shopify App Store listing, all checked October 26, 2026. Sources are listed at the end.
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What Zipchat does on Instagram
According to Zipchat's Instagram channel page (checked October 26, 2026), this is the scope:
| Area | What Zipchat lists |
|---|---|
| Where DMs start | Click-to-DM ads, story replies and mentions, and DMs from your profile |
| Message types | Text, images, and voice messages (voice is transcribed) |
| Selling | Product suggestions from your catalog, and quick replies |
| Order questions | Looks up order details from Shopify, read-only: it can't cancel, refund, or change an order |
| Comments | Public replies to comments on your own posts, likes, and hiding comments, plus comment-to-DM automation. A separate switch from DMs |
The order lookup is read-only, so cancellations and refunds still need a person. Plan for that handoff; our human handoff guide covers how Zipchat passes a chat to your team.
Which channels Zipchat supports
The Zipchat site and its Shopify App Store listing name these channels: site chat, email, WhatsApp, Instagram, and Messenger. Zipchat's site shows Voice AI as "Coming soon."
Zipchat doesn't publish a list of unsupported channels. Zipchat's pages do not mention LINE, SMS, or TikTok DMs, so this guide stays with the channels Zipchat does name. If you rely on one of those, ask Zipchat before you subscribe.
The Channels page in Zipchat's docs (checked October 26, 2026) walks through four options: the chat bubble (turn on "Zipchat Bubble" under App embeds in your theme), WhatsApp (connect or disconnect, with the connected number shown), a standalone chat link, and an embedded iframe chat. It doesn't include Instagram or Messenger steps, so use the Instagram channel page for those.
Setup: the five steps Zipchat lists
Zipchat's Instagram page describes this order. It says setup takes under 30 minutes, which is Zipchat's own estimate, so your time will depend on how ready your store content is.
- Connect Instagram from the Zipchat dashboard
- Connect your Shopify store
- Turn on DM and comment handling
- Set your tone and the rules for handing off to a person
- Go live
What you need before step 1
- An Instagram professional account linked to a Facebook Page
- Message access for connected tools allowed in your Instagram settings
- Your store connected to Zipchat
Check the account type first. The channel page specifies a professional account.
Test before you publish
Zipchat has a Draft Mode for reviewing replies before they go out. On Instagram it covers DMs only, so turn comment auto-replies on after you've settled the tone and the posts you want covered. The AI answers from your store's content, so load shipping, returns, and product details first. See what Zipchat can learn from for the supported sources and how to use Zipchat for the overall setup order.
The limits to know first, including Meta's 24-hour rule
These come from Zipchat's Instagram channel page. The 24-hour rule is Meta's.
| Limit | What it means for you |
|---|---|
| 24-hour window | Under Meta's rule, replies go out within 24 hours of the customer's last message. Follow-ups are sent 1 to 23 hours after that message |
| No broadcasts | On Instagram there are no follow-up sequences, post-delivery messages, or broadcasts |
| Stories expire | Stories disappear after about 24 hours, so context from the original story may be gone |
| Comments | Comments on other accounts' posts aren't covered |
| Draft Mode | Available for DMs only |
| Private reply to a comment | One per comment, within 7 days |
The 24-hour window matters most day to day. If a customer asks something the AI can't answer and nobody on your team sees it until the second day, you may no longer be able to reply freely. That makes a quick handoff alert important. Treat Instagram DMs as an inbound support channel, not as a way to message customers on your own schedule.
Pricing: pick by AI replies, not by channel
All four plans include the same channels. What differs is monthly AI replies, pages the AI can learn from, and AI agents. Monthly prices are from the Shopify App Store listing, and the annual totals match Zipchat's pricing page (both checked October 26, 2026, in USD).
| Plan | Monthly price | Annual total | AI replies per month |
|---|---|---|---|
| Starter | $80 | $768 | 750 |
| Pro | $300 | $2,880 | 3,000 |
| Scale | $600 | $5,760 | 6,000 |
There's a 7-day free trial, and Zipchat's pricing page also lists a 30-day money-back guarantee. Extra replies come in packs of 250 for $49. Zipchat's pricing page lists higher tiers too, such as Scale Plus with 14,000 replies, and the App Store listing shows a Free plan with 120 AI replies a month. The two listings don't match exactly, so go by what the signup screen shows.
When you estimate volume, count Instagram DMs together with site chat and WhatsApp, since they draw on the same monthly replies. Our Zipchat pricing guide compares the plans in full.
| Plan | Monthly (USD) | AI replies/month |
|---|---|---|
| Starter | $80 | 750 |
| Pro | $300 | 3,000 |
| Scale | $600 | 6,000 |
Pricing source · 2026-10-03
What to check after going live
- Accuracy: ask your real DM questions, including short ones and typos, and compare the answers with your shipping and returns policies
- Comment tone: comments are public, so keep replies short and tell the AI never to ask for personal details or quote prices you haven't confirmed
- Handoff alerts: confirm a question the AI can't answer reaches your team well inside the 24-hour window
- Order requests: check that cancellations and refunds get passed to a person instead of ending with a promise from the AI
- Reply usage: after the first month, see how much of your monthly replies the three channels used
FAQ
Do I need a professional Instagram account? Zipchat's channel page requires an Instagram professional account linked to a Facebook Page.
Can Zipchat reply to comments on other accounts' posts? No. Comments on posts from other accounts are listed as not covered.
Can it cancel or refund an order from a DM? No. Order lookups are read-only, so route those requests to your team.
Can I send promotions to people who messaged me? Zipchat lists no broadcasts or follow-up sequences on Instagram, and Meta's 24-hour window applies to replies.
Does Zipchat work on LINE or TikTok? Zipchat's pages do not list LINE or TikTok DM support. Ask Zipchat before subscribing if you need it.
Next step: start the 7-day trial and connect Instagram
First confirm your Instagram account is a professional account linked to a Facebook Page. Then start Zipchat's 7-day free trial and work through the five steps. Before you go live, run 10 of the questions your DMs actually get, and check both the answers and whether the right ones reach your team.
Official sources checked (October 26, 2026)
