Gorgias for Instagram DM automation
Updated:
Ecommerce helpdesk priced by monthly ticket volume that turns Instagram DMs, story replies, mentions, comments and ad comments into tickets in a shared inbox, with an AI Agent that answers Instagram DMs (open beta) but not comments. It does not offer comment-to-DM automation.
- 1K contacts
- Not offered
- 10K contacts
- Not offered
- Free plan
- No
- Billing
- Per conversation
- Meta status
- Official API
- Type
- Helpdesk
Instagram features
| Feature | Gorgias |
|---|---|
| Send a DM when someone comments | No |
| Keyword triggers | Yes |
| Public reply under the comment | Yes |
| Auto-reply to incoming DMs | Yes |
| Trigger on replies to your stories | No |
| Trigger on story mentions | No |
| Trigger on live video comments | No |
| Message new followers | No |
| Multi-step flow builder | No |
| Broadcast messages | No |
| AI agent that replies on its own | Paid add-on |
| Hand the chat to a person | Yes |
| Shared team inbox | Yes |
Pricing
| Plan | Per month | Contacts included | |
|---|---|---|---|
| Starter | $10 | Yes | |
| Basic | $60 | Yes | |
| Pro | $360 | Yes | |
| Advanced | $900 | Yes | |
| Enterprise | Sales quote | Yes |
Free plan. No free plan. 7-day free trial with all features and no payment details required.
Trial. 7-day free trial with access to all features, no payment information required (pricing page FAQ).
The 1,000 and 10,000 contact figures use the cheapest plan that includes comment-to-DM, on monthly billing. The method is on how we compare.
Meta status
- Uses the official Instagram API
- Yes
- Claims Meta Business Partner status
- No
- Listing confirmed in Meta's partner directory
- No
CRM and payments
- Built-in CRM
- No
- Payment links
- No
- Take payment inside the chat
- No
Store integrations. Shopify and Shopify Plus (order data in tickets, rule conditions, AI Agent actions on orders), WooCommerce (customer and order data in the sidebar, no order actions), BigCommerce, Magento.
Channels and AI
Channels. Instagram, Facebook Messenger, WhatsApp, Email, Website chat, SMS.
- AI agent
- Paid add-on
AI Agent is billed per automated interaction, meaning a request resolved without a human agent by AI Agent, Flows, Quick Responses or Order Management. The FAQ gives $1 per interaction on monthly plans and $0.90 on annual plans. The comparison table lists $1 (Starter), $0.90 (Basic), $0.90 (Pro) and $0.85 (Advanced). The page's structured data states overage above the plan's included allowance at $2 per interaction. Each automated interaction also counts as one billable helpdesk ticket. If an agent replies within 72 hours of an AI resolution, only the ticket is charged. Plans with AI Agent include 30, 30, 190 and 530 automated interactions per month. Model provider not stated.
Reviews elsewhere
We do not publish our own star ratings. These are the public scores we could read in October 2026.
| Site | Score | Reviews |
|---|---|---|
| Capterra (opens in a new tab) | Could not be read | |
| G2 (opens in a new tab) | Could not be read | |
| Trustpilot (opens in a new tab) | Rated 2.1 out of 5 | 152 |
Strengths and limits
Where it is strong
- Instagram DMs, story replies, story mentions, mentions, comments and ad comments all arrive as tickets, and Instagram is available on every Helpdesk plan from Starter at $10/mo (50 tickets, monthly billing).
- Agents can reply publicly, hide a comment or answer it with a private Instagram DM from the same ticket, and the DM conversation is linked back to the comment ticket.
- Plans are priced by ticket volume, not seats. Basic at $60/mo includes 300 tickets and 500 user seats.
- Rules can filter on Shopify order data and on Instagram profile data such as follower count, verified status and whether the customer follows the brand.
Where it falls short
- No automated comment-to-DM. Private replies to comments are sent by an agent one at a time, only one DM is allowed until the customer answers, and AI Agent does not reply to comments, mentions or posts.
- AI Agent on Instagram DMs is an open beta, requires a connected Shopify store and replies only within Meta's 24-hour window. Each automated interaction costs $1 on monthly plans ($0.90 annual) and also counts as a billable ticket.
- The documented rule actions can hide or like Facebook comments but have no action for Instagram comments, and Flows run only on chat, help center and contact form, not Instagram.
- Every answered comment is a billable ticket. On Starter, tickets above 50 cost $0.40 each, so 500 answered comments in a month add $180 in overage.
Skip it if you want a comment keyword to send a DM with a link to every commenter automatically. Or if you do not sell on Shopify and want an AI agent to answer Instagram DMs. Or if you need Instagram broadcasts or outbound DMs. Gorgias can only reply to inbound messages or send one private reply to a comment.