Instagram Customer Support Software
for E-Commerce

True Omnichannel Support 

Managing Facebook, Instagram, and WhatsApp conversations from one Meta inbox is convenient until you add marketplaces, regional profiles, and multiple brands into the mix. Responso brings every channel, marketplace, and profile (e.g., separate accounts for different markets) into a single platform. You have a full conversation history with an user, so no need to tab switching and guessing what was told before by another agent.

Intelligent Autoresponder 

On Instagram, a reply can’t wait until tomorrow. Set rules for exactly when an automatic reply goes out – late at night, on weekends, or in a specific language – and write a different message for each one. For fashion brands and other Instagram-first businesses, that instant response can be the difference between a sale and a follower who scrolls on to the next shop.

Automated Workflows 

Manually sorting, filtering, and assigning tickets eats up hours your team doesn’t have. With Responso, you set the conditions – sentiment, channel, keywords, time since last reply, and more – and the actions that follow, all triggered automatically. For example: a negative-sentiment message from Instagram, unanswered for 30 minutes, can be auto-tagged as urgent, escalated in priority, and assigned straight to a senior agent – no manual triage required. Chain as many conditions and actions as your process needs.

AI Assistant 

E-commerce support teams spend a huge share of their time answering repetitive questions like “Will this fit me?” Responso’s AI Assistant draws on your knowledge base and marketplace listings to give accurate answers – resolving up to 40% of inquiries without any human involvement.

Automatic Ticket Assignment 

When each team member owns a specific channel, manual ticket routing wastes time and creates bottlenecks. Responso automatically assigns Instagram and social media tickets to the right agent;  and as a manager, you control exactly what each agent can see and do.

Instagram i Facebook w jednym panelu Meta

Rzadko kto prowadzi tylko Instagrama. Zwykle obok niego działa Facebook, coraz częściej też WhatsApp – a klient pisze tam, gdzie akurat mu wygodnie, nie tam, gdzie wygodnie Tobie.

Responso konsoliduje wszystkie kanały Meta w jednym panelu. Jeśli klient napisał wczoraj na Facebooku, a dziś dopytuje na Instagramie, Twój zespół widzi całą rozmowę – bez przełączania się między aplikacjami i bez proszenia klienta, żeby powtórzył to, co już raz napisał. Dotyczy to również WhatsAppa, jeśli korzystasz z niego w kontakcie z klientami.