CRM for an Instagram shop
Instagram orders live in DMs, in comments under a post and in notes, and are then retyped into a spreadsheet and the carrier's cabinet. ModalCRM gathers DMs and comments into one feed, creates an order right from the chat, issues a Nova Poshta, Ukrposhta or Meest waybill and drops the number into the same dialog. The limits of Instagram, including the 24-hour reply window, are below.
DMs and comments in one feed
Chats from every channel share one list: the screen shows Instagram comments under posts (the dialog holds a link to the post), a Telegram dialog and a client card on the right with the channel, first contact and the Order, Appointment and Ticket buttons. You can answer with a comment under the post or in a DM, your choice.
Keep standard answers about sizing, payment and delivery as templates: the Template button, quick insertion by typing two characters, or Save as template from the message menu. When closing a dialog the manager picks a Reason for contact, so you can later see where orders come from.
A bot collects the name and phone
The bot builder: Message, Input request (name and phone are saved to variables) and Hand over to operator blocks, with a scenario map on the right that you can zoom and drag. The bot works in Instagram, Facebook, Telegram, Viber and WhatsApp.
Start a scenario on the first message or a keyword: the bot greets, asks for contacts and hands the dialog to a manager. As soon as an operator writes, the bot goes quiet. The bot does not create orders; a manager does that from the chat. The free plan includes one scenario of three steps.
An order from a chat and a status kanban
In the client card there is a One-line order field: the phone is filled from the chat, items from the conversation are suggested, and you only check and create. The order kanban runs New, Confirmed, In progress, Shipped, Delivered, Completed, Cancelled; a card shows the phone, messenger icons, payment and waybill.
A new order reserves the goods and Confirmed writes them off. Cancelled and Returned are final statuses that return goods to stock, so an Instagram return does not get lost between a spreadsheet and the shelf.
A waybill from the order card
The orders table: phone, items, total, payment, delivery method and address, a waybill column, a Chat column and Fiscalization. A waybill is created from the order for Nova Poshta, Ukrposhta or Meest: branch or door, who pays for delivery, cash on delivery.
Once the waybill is created, the order becomes Shipped, the delivery cost is pulled in and a message with the waybill number goes into the same chat automatically; the text is configurable. Nova Poshta cash on delivery is reconciled: when the money is transferred the order is marked paid, and after pickup it is completed.
An invoice with pay-by-link
The Invoices tab: number, client, date, due date, status (draft, sent, partial, paid, overdue) and total. Each row has a public link, PDF, e-mail with the PDF and send to chat; you can see whether the client opened the invoice.
A client who wants to prepay opens the link and presses Pay online: a card payment through WayForPay or your company's Monobank acquiring. Partial payments are supported, overpayment is not. For an order that became paid, Checkbox can issue a fiscal receipt.
Which modules to turn on
What it costs
Site chat, messengers and a three-step bot. One user, 600 replies a month. Forever, no card.
Orders, warehouse and finance plus chats, calls, mailings and a pipeline. Team of up to 3, then +200 ₴ per user.
Every module: adds automations, appointments, HR and a client portal for tickets. Team of up to 10, then +200 ₴ per user.
Quarterly billing is 8% off, yearly 17% off. Rozetka, Prom and Nova Poshta integrations are not charged separately.
Frequently asked questions
Can I answer in Instagram from the CRM?
Yes: DMs and comments under posts arrive in the shared chat feed, and you can reply with a comment or in a DM. Facebook works the same way. ModalCRM support (info@modalcrm.com) connects the channel, or you do it yourself in Settings → Integrations; one channel is served by one bot or page per company.
Can I message a customer first?
No, Meta's rule applies: you can reply within 24 hours of the customer's last message. Later, the message stays in the CRM marked Not delivered. To reach a silent customer, use another channel from the card, for example SMS.
Does the bot create orders by itself?
No. The bot greets, collects the name and phone, sets tags and hands the dialog to a manager, and the manager creates the order from the chat in one line. The builder has no create-order block.
How do I take payment from Instagram customers?
Cash on delivery through a waybill, or an invoice with online payment by link through WayForPay or your company's Monobank acquiring. ModalCRM support connects the carrier cabinet (Nova Poshta, Ukrposhta, Meest) for waybills. Checkbox issues the fiscal receipt when an order becomes paid.
How much does a CRM for an Instagram shop cost?
The free plan is 0 ₴: chats and documents, 1 user, 600 outgoing replies a month. A shop needs Commerce at 900 ₴/mo: orders, warehouse and finance plus chats, mailings and a pipeline; a team of up to 3, then +200 ₴ per user. «Everything included» is 2 200 ₴/mo, a team of up to 10, and adds automations, HR and appointments. 14 days of the full plan free, no card. Servers are in Europe (Hetzner), the supplier is sole proprietor Viktoriia Lazukina, Ukraine, and the terms are the public offer.
See it on live data
A demo account with chats, orders, waybills and invoices — no signup (it is a general demo shop, not an Instagram shop). Or try the full plan free for 14 days, no card required.