How an Instagram shop turns a DM question into a confirmed order
Sado AI team · · 4 min read
In short
Instagram shops often lose orders in DMs: replies come late, prices are hidden, chats drag on. The fix is simple. Show the price openly, ask for a phone number and permission to call in your first reply, and call within minutes of getting it. On the call, agree the item, quantity, address, day and payment, then send a short confirmation in the DM and log the order. Only call people who left a number or agreed. An AI operator can make these calls in Uzbek and Russian.
Why orders get lost in DMs
A customer comments “price?” under a post and gets a reply two hours later. By then they’ve messaged three other shops. Or the reply is “price in DM”, and they won’t bother. Sometimes the chat runs for half an hour: colour, size, delivery, payment, and then “I’ll think about it”.
A one-minute call settles that whole chat at once. Questions are easier by voice, and the customer decides faster.
From DM to call in six steps
- Show the price openly, in the post or your first reply. Don’t hide it behind “price in DM”.
- In the first reply, ask for a number and permission: “To place your order quickly, leave your number and we’ll call within 5 minutes.”
- Call as soon as the number arrives, while the customer is still on their phone and thinking about the product.
- On the call, agree the item, colour or type, quantity, address and landmark, delivery day and payment method.
- Send a short confirmation in the DM: “Order received: 2 lavender sets, tomorrow 14:00–18:00.” The customer has it in writing.
- Log the order in a sheet or CRM with its source: “DM”, “comment”, “ad form”. Later you’ll see which channel brings orders.
Sample: the call after a DM
Sado: Assalomu alaykum, is that Gulnora? This is Malika from Shamchiroq. You wrote to us in DM about scented candles and left your number.
Caller: Yes, that’s me. What scents do you have?
Sado: Three sets: vanilla, lavender and pine. Three candles in each, 145,000 so‘m a set.
Caller: I’ll take two lavender ones. They’re a gift, can you wrap them?
Sado: Yes, the gift box is free. We deliver across Tashkent tomorrow between 14:00 and 18:00, delivery is 20,000 so‘m. What’s the address?
Caller: Sergeli, block 7, building 23.
Sado: Done: two lavender sets in a gift box, 310,000 so‘m in total. We’ll confirm in DM too. Thank you!
Who you may call, and who you may not
- Yes: a customer who wrote their number in DM and agreed to a call.
- Yes: someone who left a number in an Instagram ad form; that’s exactly what they asked for.
- No: everyone who liked or commented on a post.
- No: finding a number on a profile or elsewhere and calling without asking.
- If the customer says “don’t call, just write”, carry on in the chat and flag the number.
Handing the calls to an AI operator
DMs often come in the evening and at weekends, exactly when the seller has no time to call. With Sado, an AI operator calls a customer who left a request on Instagram right away. If you add numbers from DMs to a Google Sheets table or your CRM, it calls them too: calls from a spreadsheet.
The operator, Malika or Shohruh, speaks in your shop’s name in Uzbek or Russian, gives prices and delivery terms from your facts and records the order in fields. Each call’s recording and transcript are in the portal. More: AI operator for online stores. Try it live or call 78 778 01 23.
Questions
Should the price go in the DM or be said on the call?
Write it. A customer who knows the price leaves a number more readily, and the call settles colour, quantity and delivery.
What if the customer won’t give a number?
Carry on in the chat and take the order there. Don’t push for the number: a call only helps when it suits the customer.
How much do calls cost for an Instagram shop?
Sado charges only for talked minutes: 800 so‘m a minute, no monthly fee. For example, 30 two-minute calls a day: 60 × 800 = 48,000 so‘m.