Question 1

How do I connect my Instagram account?

Accepted Answer

Go to your Dashboard, click "Accounts" in the sidebar, then click "Connect Instagram Account". You'll be redirected to Instagram to authorize Send DM. Once connected, your account will appear in the accounts list and you can start creating automations.

Question 2

Is Send DM safe to use with Instagram?

Accepted Answer

Yes. Send DM uses the official Instagram Graph API and Meta Business Platform. We are a Meta Business Partner, which means our integration is reviewed and approved by Meta. We never ask for your Instagram password and all actions comply with Instagram's terms of service.

Question 3

How quickly does Send DM respond to comments?

Accepted Answer

Send DM processes incoming comments in near real-time. Once a comment matches your keyword trigger, the DM is typically sent within a few seconds. Delivery speed may vary slightly depending on Instagram API response times.

Question 4

What types of automations can I set up?

Accepted Answer

Send DM supports several automation types: Comment-to-DM (trigger DMs from post comments with specific keywords), Welcome DM (automatically greet new followers), Story Reply automations, and more. Each automation can be customized with personalized messages, delays, and targeting rules.

Question 5

Can I use different messages for different keywords?

Accepted Answer

Absolutely. You can create multiple automations for the same post, each triggered by different keywords with different response messages. This lets you segment your audience and deliver tailored content based on what they're interested in.

Question 6

Is there a limit on how many DMs I can send?

Accepted Answer

Yes, each plan has a monthly DM limit. Free plans include a generous starter quota, while Pro plans offer significantly higher limits. You can track your usage in the Dashboard. If you need custom limits, contact us to discuss an Enterprise plan.

Question 7

Can I personalize the DMs that are sent?

Accepted Answer

Yes. You can use dynamic variables like the commenter's name to personalize each message. This makes your automated DMs feel natural and increases engagement rates significantly compared to generic messages.

Question 8

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards through Stripe. For users in India, we also support payments via Razorpay including UPI, net banking, and Indian cards. You can manage your subscription from the Settings > Billing page.

Question 9

Can I cancel my subscription at any time?

Accepted Answer

Yes, you can cancel your Pro subscription at any time from your billing settings. Your Pro features will remain active until the end of your current billing period. After that, your account will revert to the Free plan with its default limits.

Question 10

Do you offer refunds?

Accepted Answer

We offer refunds on a case-by-case basis within the first 7 days of a new subscription. If you're not satisfied, reach out to our support team and we'll work with you to find a solution.

Question 11

My automation isn't sending DMs. What should I check?

Accepted Answer

First, verify your Instagram account is still connected (check the Accounts page for any warnings). Then confirm your automation is toggled on, the keyword matches exactly, and you haven't hit your monthly DM limit. Also check that the post you selected is correct and publicly accessible.

Question 12

I connected my account but it shows a warning. What do I do?

Accepted Answer

Account warnings usually indicate that your Instagram access token needs to be refreshed. Try disconnecting and reconnecting your account from the Accounts page. If the issue persists, make sure your Instagram account is a Business or Creator account (personal accounts are not supported).

Question 13

Why are some comments not triggering DMs?

Accepted Answer

Comments must match your keyword exactly (case-insensitive). Comments from accounts you've already DM'd recently won't trigger again to prevent spam. Also, Instagram may delay webhook delivery during high-traffic periods, which can cause slight delays.

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