DM Keywords
Use the same keyword and listing setup to respond when someone sends a matching inbound Instagram DM.
How an inbound DM keyword works
When an Instagram user sends a message that matches an active keyword, Diem can send the associated offer back into that conversation. The offer then opens its browser destination or the external Diem checkout.
Configure and test
Create or review the keyword
Open Keywords and attach the exact offer or offers that should be sent.
Keep the word unambiguous
Tell followers to DM one short word. Test capitalization and avoid adding punctuation to the advertised trigger.
Send from another account
DM the connected Instagram business from a separate account, then verify the received offer and destination.
Review Messages
Open the Diem Messages page to confirm the conversation and continue it manually when necessary.
Continue the conversation in Messages
The Diem inbox lists Instagram conversations, enriches known contacts, polls for updates, and lets you send text, a listing card, or a keyword collection. Use it to handle questions that should not be automated.
Known limitations
- Automated messaging must remain enabled in Settings.
- A keyword can point to multiple listings, but crowded carousels should be tested on a real phone.
- The checkout link leaves Instagram; buyers do not enter card details inside the DM.
- Delivery, read status, and completed checkout are separate events.
- Facebook and Threads messages are not managed by this seller interface.