Instagram DM Templates: 27 Messages for Online Stores

1. Reply to a comment asking for the link

One message, sent within 7 days of the comment. Deliver first, then ask a question so the conversation can continue.

Template 1: the link, as promised

Hi [first name]! Here is the link you asked for under our post: [link]. Want help choosing a size or a color? Just answer here.

Template 2: the link with a code

As promised, here is [product]: [link]. The code [CODE] gives you [offer] until [date]. Tell me if you would like to see it in another color.

Template 3: the guide or the size chart

Thanks for your comment! The [guide / size chart] is here: [link]. If you tell me what you are looking for, I can point you to the right page.

2. Reply to a story reply or a story mention

The person reacted to a story, so the window is open for 24 hours.

Template 4: reply to a story about a product

Glad you like it! That is the [product], available here: [link]. Do you want to know which sizes are left?

Template 5: reply to an emoji reaction

Thanks for the reaction! The piece in the story is [product]. Would you like the link or a few more photos?

Template 6: thank-you for a mention

Thank you for sharing [brand] in your story, it made our day. Could we repost it on our account, with a mention of you?

3. Answer a product question

Answer the question in the first sentence, then give one next step.

Template 7: materials and care

Good question. [Product] is made of [material] and can be [care instruction]. The full product details are here: [link]. Anything else you would like to know before ordering?

Template 8: delivery

We deliver to [country] in [delivery time], and the shipping cost is shown at checkout before you pay. Here is the delivery page: [link]. Where should we ship your order?

Template 9: comparing two products

The main difference: [product A] is [feature], while [product B] is [feature]. If you tell me how you plan to use it, I will tell you which one I would pick.

4. Size and stock

Template 10: size advice

[Product] runs [true to size / small / large]. The size guide is here: [link]. Tell me your usual size at [reference brand] and your height, and I will suggest one.

Template 11: in stock

Yes, [product] is in stock in [size / color]. Here is the direct link: [link]. Stock is limited in that size, so I would not wait too long.

Template 12: out of stock

[Product] is sold out in [size] for now. A restock is planned for [date]. You can sign up for the restock alert on the product page: [link]. Would another color work for you in the meantime?

5. Order status

Template 13: asking for the order number

Of course. Could you send me your order number (it starts with #) or the email used for the order? I will check right away.

Template 14: order shipped

Your order [number] left our warehouse on [date]. You can follow it here: [tracking link]. Delivery is expected on [date].

Template 15: delay

I am sorry, your order [number] is running late: [reason]. The new delivery date is [date]. If that no longer suits you, tell me and we will find a solution together.

6. Abandoned checkout follow-up, inside the window

Only for someone who wrote to you in the last 24 hours, for example a customer who asked a question, added to cart and did not finish. After that, the Instagram window is closed.

Template 16: the gentle reminder

Hi [first name], I saw you were looking at [product] earlier. Your cart is still saved here: [link]. Is there a question I can answer before you decide?

Template 17: removing a doubt

Still thinking about [product]? Two things that may help: returns are possible within [number] days, and delivery takes [delivery time]. Your cart: [link].

Template 18: an incentive

Your cart is waiting: [link]. If you order today, the code [CODE] gives you [offer]. Tell me if you need anything.

7. Giveaway entry

Template 19: entry confirmed

Your entry is confirmed, thank you! The draw takes place on [date] and the winner will be announced on [where]. The rules are here: [link].

Template 20: one more step

Thanks for entering! To validate your entry, answer this message with [information requested]. The draw is on [date].

Template 21: to the winner

Congratulations [first name], you won [prize]! Answer this message with your delivery address before [date] so we can send it to you.

A reminder that is not a template: your country may have rules on prize draws. Publish your rules and link to them in the confirmation message.

8. Review request

For a customer who writes to you after receiving an order: the window is open, and it is the right moment.

Template 22: after a positive message

That makes us really happy, thank you! Would you be willing to say so in a review? It takes one minute, here: [link]. It helps a small team like ours a lot.

Template 23: photo review

Thanks for the photo, it looks great on you. May we share it on our account? And if you have a minute, your review is welcome here: [link].

Template 24: after a solved problem

I am glad it is sorted. If you feel like telling other customers how it went, your review is welcome here: [link]. And thank you for your patience.

9. Win-back, when a past customer writes again

You cannot cold-message a past customer through the API. These templates are for the moment a former customer reacts to a story, comments or sends a DM.

Template 25: welcome back

Nice to see you again, [first name]! Since your last order we have added [new product / collection]: [link]. Would you like me to show you what goes with your [previous product]?

Template 26: a returning-customer offer

Good to hear from you! As a returning customer, you can use the code [CODE] for [offer] until [date]. The new arrivals are here: [link].

Template 27: invitation to a channel you can follow up on

We announce restocks and private sales on WhatsApp first. Would you like to join? One tap here: [link], and you can leave whenever you want.

How do you use these templates in practice?

As saved replies, by hand. Instagram's professional inbox lets you save a message and call it back with a keyboard shortcut. The method is described step by step in our guide to Instagram automatic messages. It suits a store with a moderate number of DMs and someone available to answer.

As automated messages, with a tool. An automation tool sends the template when a comment or a DM contains your keyword. The comment templates (1 to 3) and the keyword answers are the ones stores automate first: our comment-to-DM guide covers keyword choice, and the Instagram auto reply guide covers the rest of the set-up. If you also write to customers on WhatsApp, the WhatsApp message templates library is the equivalent of this page for that channel.

Whichever method you choose, three habits make templates sound like a person:

• Put the answer or the link in the first sentence.
• End with one question, never two.
• Rewrite the opening words every few weeks, so regular customers do not receive the same sentence twice.

How Kanal sends these messages for Shopify stores

Kanal is our product, a paid Shopify app. Its Instagram DM automation page states what it does with templates like these:

• Comment to DM: a keyword under any post or Reel triggers the DM automatically, with a link, a product card or a promo code.
• Keyword flows: replies branch the conversation, so that sizes, shipping or the checkout link each have their path.
• WhatsApp opt-in bridge: engaged followers can be invited to your WhatsApp list in one tap, inside the chat, with consent.
• One inbox, one profile: Instagram and WhatsApp conversations share a customer profile synced with your Shopify orders.

Kanal runs these automations through the official Instagram messaging API on your professional account. DM automation is included in Kanal's plans, from $89 per month, as shown on the pricing page.

Sources

Meta developer documentation, read on October 11, 2026:

• Send messages, Instagram API with Instagram Login (updated September 28, 2026)
• Messenger Platform and IG Messaging API policy (updated September 28, 2026)
• Private replies, Instagram Messaging (updated July 2, 2026)
• Marketing Message API for Messenger (updated April 17, 2026)