Instagram Live Comment Replies Sent to Each Buyer’s DMs
Instagram Live comment replies let you answer viewers privately while you are still broadcasting. AeroChat sends a DM to each viewer who comments a product code or asks a question, checks stock in Shopify or your Google Sheet, sends the checkout or payment link, and logs every order so nothing from the Live gets lost.
What happens today
During a Live, comments scroll past faster than anyone can read them. The host answers a few out loud. A helper tries to reply to the rest by DM and loses track of who wanted what.
After the broadcast, the team scrolls back through comments to find buyers. Some have already bought elsewhere. Others never get a reply because their comment was missed.
How it runs on Instagram
- You go live and tell viewers to comment the product code, for example “A12”, to order.
- When a viewer comments a code or a question, AeroChat sends them a private reply in their DMs during the broadcast.
- It checks the item in Shopify or your Google Sheet and replies with the price and the sizes or colours in stock.
- When the viewer confirms, it sends a checkout link from your store or an Airwallex payment link.
- It adds the order to your Google Sheet or store with the viewer’s username and the status Awaiting payment.
- If stock runs out mid-Live, it tells new buyers it is sold out and offers a similar item that is still in stock.
- Questions it cannot answer go to your team in the inbox or on the mobile app, so the host can keep presenting.
The recipe
Copy this into AeroChat
During our Instagram Live, when someone comments a product code or a question, send them a private reply. Then follow these steps.
- Look up the product code in our Google Sheet “Live items” (example) and reply with the name, price and sizes in stock.
- Ask which size they want and confirm the total, including delivery of S$4 (example).
- Ask for their name and delivery address.
- Send an Airwallex payment link for the total.
- Add a row to the Google Sheet “Live orders” (example) with their username, the item, size, total and the status Awaiting payment.
- If the item is sold out, tell them and suggest one similar item from the sheet that is in stock.
- If they ask something about the product we have not described, hand the conversation to our team.
Do not promise a delivery date. Reply in the customer’s language.
Change the sheet names, codes and delivery fee to your own. If your Live items are in Shopify, name Shopify instead and AeroChat sends your store’s checkout link.
Connect the systems behind it
- Google Sheets. AeroChat reads the Live item list and writes every order as a row your team can pack from.
- Klaviyo. AeroChat adds buyers who opt in to your list for your next Live.
- HubSpot. AeroChat records each buyer as a contact with Instagram Live as the source.
Shopify and Airwallex payment links are built in. Payment links come with the Growth plan and above.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Instagram
Comments on an Instagram Live can get a private reply only while the broadcast is on, and only one per comment. Once the viewer replies to that DM, you can keep messaging them within 24 hours of their latest reply, so the order can be finished after the Live ends. Replies typed by your team have a separate 7-day window, which helps with payment or delivery questions that come later.
Also on WhatsApp, TikTok and web chat
The same ordering workflow runs on WhatsApp, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, the chat on your website and email, with the same item list and payment links. See WhatsApp ordering in chat.
Who uses it
Stores that sell on Instagram Live use it, including fashion stores and beauty stores.
Read more: conversational selling through Instagram DMs.
Questions
Can I auto-reply to Instagram Live comments?
Yes. AeroChat sends a private reply to the commenter’s DMs while the broadcast is on. Meta does not allow private replies to Live comments after the broadcast ends.
What happens to orders after the Live ends?
If the viewer replied to the DM, AeroChat can finish the order within 24 hours of their latest message. Your team can reply by hand for up to 7 days.
How does AeroChat know what is in stock during the Live?
It reads stock from Shopify or your Google Sheet each time someone asks. When you update the sheet or the store, the next reply uses the new figure.
Which AeroChat plan do I need?
Workflows via Skills are on every plan, Free included. Payment links start on Growth, which includes 2,000 AI responses and 10 seats. Advanced includes 5,000 and 25 seats.
Catch every order from your next Live
Install AeroChat from the Shopify App Store
Not on Shopify? Start your 7-day free trial.
Related: comment to DM automation and Instagram story reply automation.