A complete 2026 guide to the Gorgias Instagram DM integration

If you're running an ecommerce brand, you know Instagram is way more than just a place for pretty pictures. It's where customer service happens. People slide into your DMs asking about sizing, comment on your posts wondering about their order, and tag you in stories to show off their new stuff. It’s a constant stream of messages that can be managed effectively with the right tools.

This is where a powerful tool like the Gorgias Instagram DM integration shines. The idea is simple: get all those conversations in one place to make life easier. It is widely considered one of the best ways to streamline these social interactions.

In this guide, we'll walk you through everything you need to know about connecting Gorgias to your Instagram. We'll cover what it does, how to set it up, how much it costs, and how to get the most out of its features. We'll also talk about how to further enhance its capabilities by bringing in a dedicated AI to handle even higher volumes.

What is the Gorgias Instagram DM integration?

Alright, let's start with the basics. Gorgias is a customer service helpdesk made specifically for e-commerce shops. Its main job is to pull all of your customer chats from email, live chat, SMS, and social media into one dashboard so you're not juggling a dozen different apps.

The Gorgias Instagram DM integration is the piece that connects your Instagram Business account to that central dashboard. It takes every interaction - including DMs, story mentions, and comments on posts and ads - and turns it into a support ticket.

The big win here is pretty obvious: your team can see and reply to Instagram messages right next to everything else. No more passing a phone around the office or trying to keep track of conversations on a tiny screen. It cleans up your workflow and gives you a full picture of every customer's history.

Setting up the Gorgias Instagram DM integration

Getting this integration running is straightforward, but you do have to follow a few simple steps on both Instagram and Gorgias to ensure everything is synced correctly.

First things first, you'll need an Instagram Business account that's already linked to a Facebook Business page. You also need to have Admin, Editor, or Moderator access on that Facebook page to give Gorgias permission to connect.

Here’s a quick rundown of the process:

1. Allow message access in Instagram: This is an important step. On your Instagram profile, go to "Settings -> Privacy -> Messages". You should see an option for "Allow Access to Messages." Make sure that's toggled on so Gorgias can view your DMs.

2. Connect through Facebook in Gorgias: Log into your Gorgias account and find your Facebook integration settings. Click the "Log in With Facebook" button. A window will pop up asking you to grant Gorgias permission to access your info.

3. Pick your page and channels: Once you've logged in, Gorgias will show you a list of your Facebook pages. Choose the right one. Then, you’ll see a bunch of checkboxes for different channels like Facebook Messenger and comments. You’ll want to tick the boxes for "Direct messages" and "Story mentions" for Instagram.

4. Save and sync: Hit save, and that's it. Gorgias will start pulling your Instagram interactions into your helpdesk as new tickets.

While the steps are simple, ensuring permissions are correctly aligned between Facebook and Instagram is key. It's the first place to look if you need to troubleshoot your sync.

Key features and use cases for the Gorgias Instagram DM integration

Once you're all set up, the integration pulls in a few different types of Instagram interactions and organizes them into tickets for your team.

• Direct messages (DMs): This is the main event. You can read and reply to all your private customer messages without ever leaving Gorgias.

• Story mentions: Anytime a customer tags your brand in their story, it pops up as a ticket. You can reply to the mention directly from Gorgias, which then starts a new DM conversation.

• Post and ad comments: You can also see and respond to comments on your regular posts and your ads. A powerful feature here is the ability to reply to a public comment with a private DM, which is great for handling sensitive issues like a shipping problem.

To help you manage all these new tickets, Gorgias gives you two main automation tools: Macros and Rules.

Macros are saved replies. Think of them as templates for the questions you get all the time, like "Where's my order?" or a quick "Thanks for the shoutout!" for story mentions. They save your agents a lot of repetitive typing.

Rules are your "if this happens, then do that" automations. You can set them up to do helpful things like tag tickets that contain certain words. For example, a clothing store could create a Rule that automatically tags any story mention with "UGC" and sends it to the marketing team. Another Rule could look for words like "broken" or "refund" in a DM, automatically tag it as "Urgent," and move it to the front of the support queue.

Considerations for the Gorgias Instagram DM integration

Having all your Instagram messages in one place is a big improvement. As your brand grows and your DM volume increases, there are a few points to keep in mind to ensure you're providing the best support possible.

Here are a few considerations for your workflow:

1. Platform guidelines: Gorgias follows Meta's standard rules, which include a 7-day reply window. If a customer messages you, it's best to get back to them within a week to ensure the conversation window stays open within the integration.

2. Streamlined automation: Gorgias's Rules are excellent for high-volume, keyword-based tasks. They help tag tickets and send templates efficiently. To handle more nuanced conversations or look up live order statuses in Shopify, you can easily supplement Gorgias with specialized AI tools.

3. Centralizing knowledge: Gorgias is a focused powerhouse for customer data and past tickets. If you have detailed product information or policies in external tools like Google Docs, Notion, or Confluence, you can use a complementary AI integration to help your agents access that info directly.

4. Inbound focus: The integration is designed to manage incoming customer inquiries efficiently. It provides a robust way to respond to anyone who has messaged you or commented on your posts, ensuring no customer is left behind.

Enhancing your Gorgias Instagram DM workflow with AI

When you're ready to add even more intelligence to your workflow, you can add a layer of AI on top of your existing setup.

This is exactly what a tool like eesel AI is for. It's an AI platform that connects directly to the tools you already use, including Gorgias, to handle complex support questions and automate entire workflows within the Gorgias ecosystem.

Extend your capabilities with a real workflow engine for your Gorgias Instagram DM

Gorgias Rules are excellent for predefined actions. In contrast, eesel AI's AI Agent works within Gorgias to handle more conversational requests. It can understand what a customer is asking and take specific actions to support your team.

For instance, an eesel AI agent can:

• Look up live order information from Shopify to give a customer an up-to-the-minute update.

• Check your return policy against a customer's order date to determine eligibility.

• Triage incoming tickets with high accuracy because it understands the full context of the request.

• When a human is needed, it can escalate the conversation to the right agent in Gorgias with a full summary.

Bring all your knowledge together for better Gorgias Instagram DM answers

Gorgias is the perfect home for your support tickets. eesel AI complements this by connecting to all of your other company information sources.

You can hook it up to Gorgias, but you can also connect it to Google Docs, Confluence, Notion, and PDFs. This gives the AI a complete understanding of your business. So when a customer asks a detailed question in an Instagram DM, the AI can pull the right answer instantly, helping your agents work even faster.

Get started in minutes and test your Gorgias Instagram DM setup first

Setting up an AI layer is simple, as eesel AI is designed to be self-serve. You can connect it to your Gorgias account in just a few minutes.

Even better, you can test it using eesel AI's simulation mode. Before the AI interacts with a real customer, you can run it on your past Instagram DM tickets to see how it would have replied. This gives you a clear forecast of how it will perform within your Gorgias setup, allowing you to get everything just right.

How Gorgias pricing works for the Instagram DM integration

It's helpful to understand Gorgias's pricing as you scale your Instagram support. Gorgias offers tiered plans to match different team sizes and volumes, allowing you to choose the plan that best fits your needs.

Their pricing is based on a certain number of "billable tickets" each month. They also offer "AI Agent resolutions" in their plans, giving you a clear way to manage automated support costs.

Here's a look at their plans for 2026:

Plan	Monthly Price (Billed Yearly)	Helpdesk Tickets Included	AI Agent Interactions (Resolutions)	Overage Cost (Helpdesk)	Overage Cost (AI)
Starter	$10/mo	50	0 (Pay-as-you-go at $1.00/resolution)	$0.40 / ticket	$1.00 / resolution
Basic	$50/mo	300	60 included	$40 / 100 tickets	$0.90 / resolution
Pro	$300/mo	2,000	600 included	$36 / 100 tickets	$0.90 / resolution
Advanced	$750/mo	5,000	2,500 included	$36 / 100 tickets	$0.90 / resolution
Enterprise	Custom	Custom	Pay-as-you-go at $0.90/resolution	Custom	$0.90 / resolution

While Gorgias uses a tiered model, eesel AI's pricing model provides a flat, predictable monthly fee based on your total number of conversations, which can be a great way to budget for high-volume growth.

Automate your Gorgias Instagram DM conversations

The Gorgias Instagram DM integration is a powerful foundation for any e-commerce brand. It pulls all your social media chats into one reliable place and provides the tools needed to manage a popular Instagram account with ease.

For brands that are growing fast and looking to scale even further, adding a complementary AI layer is the logical next step. eesel AI enhances the Gorgias tools you already have to provide even smarter support. It helps your team resolve conversations instantly, which saves time and leads to even happier customers on one of your most important channels.

Ready to see how you can further enhance your Gorgias Instagram DMs? Start your free eesel AI trial or book a demo to see how the simulation mode works with your data.