Social media customer service AI for DMs that need a real answer.
A customer asks about their balance in an Instagram DM. That message lands in a marketer’s inbox, gets a "call us during business hours" reply, and the customer calls nobody.
Marketing owns the DMs. Nobody owns the answer.
Social messaging is where a huge share of customer questions now start, and in most businesses those channels belong to whoever runs the posting calendar. That team is good at content. They are not the people who can look up an order, quote a part or check a delivery window.
So the DM asking a service question gets a deflection to a phone number, and the customer — who chose the DM specifically because they did not want to call — goes quiet. This is step one of the chain of unanswered: a question asked in the easiest channel, routed to the team least able to answer it.
Answer in the channel, route to the owner
AiPRL treats a DM as a real customer conversation. It answers from your live data — hours, stock, order status, policies — and when the question needs a person, it routes to the department that owns it rather than the person who happens to hold the password.
And it is the same memory as your chat, text and phone, so a DM followed by a phone call is one conversation. Sentiment is scored on every message, so an angry DM is escalated instead of ignored.
What we have measured
The furniture figure covers web chat and text handled with zero staff, Aug 13 – Oct 27, 2026; sentiment covers scored paratransit calls, Aug 3 – Oct 27, 2026.
How you get there
- 01
Book a demo
Send us the kind of DM your team dreads. We will answer it live.
- 02
We connect the accounts and the data
Social inboxes joined to the same memory as chat, text and voice.
- 03
You route by ownership
Service goes to service, sales to sales, marketing back to marketing.
If this works
- A billing or order question in a DM gets a real answer in the DM.
- Marketing stops triaging service tickets.
- Social conversations join the same history as every other channel.
If it does not
- DMs get answered with a phone number and nothing else.
- Questions die in an inbox nobody owns.
- The channel your customers prefer is the one you answer worst.
Questions buyers ask
See what your unanswered channels are costing you.
Book a 30-minute walkthrough, or see AiPRL answer for your business first — we’ll build a free assistant from your website.