The Instagram chatbot you want is one that sits in the same inbox as your WhatsApp, so a single team answers both. Savena does that: WhatsApp, Instagram DMs and comments, email, live chat and Facebook Messenger land in one shared inbox, and an AI agent replies on them in the customer's language. Below is what to check before you pick any tool, and how it works in Savena.
Which Instagram chatbot connects with WhatsApp and a shared team inbox?
Most Instagram chatbots are built for one job: replying to DMs or comment keywords. They live in their own dashboard. Your WhatsApp lives somewhere else, and your email somewhere else again. Your team ends up with three tabs, three notification streams and no shared view of the same customer.
A tool that does what the question asks needs three things at once. It connects both channels. It puts them in one inbox your whole team can open. And it lets the chatbot and your people work on the same conversation, not on two copies of it.
What to check before you choose
- Channels: does it connect WhatsApp and Instagram DMs, and also Instagram comments? Comments are public and often carry the first question.
- One inbox: do both channels open in the same list, with the same filters, or are they separate views?
- Team features: can you assign a conversation and leave an internal note?
- Contact profiles: does each customer have a profile with context, not just a chat window?
- Handoff: when the bot gives up, does the person who takes over see the whole thread, or do they start from zero?
- What the bot can do: answer from a knowledge base, or take an action on an order?
How the shared inbox works in Savena
Every channel feeds a unified inbox. Conversations can be assigned to a team or a person. Assignment can be round-robin, to whoever has the fewest open chats, to a default team, or to online agents only. Teammates can leave internal notes that the customer never sees.
Contact profiles hold lifecycle stages, so your team sees more than a chat bubble. For the details of the WhatsApp side, see the WhatsApp shared inbox page.
Where the AI agent fits
For Shopify stores, the agent does more than answer. For the actions you switch on, it can look up an order and its tracking, cancel an order, edit the shipping address before the order ships, add, remove or swap items, issue a discount code within the caps you set, and open a return request that a person approves.
Each of those changes is gated. The customer gets a one-time code by email, sent to the address on the order, and then confirms explicitly. That matters on Instagram and WhatsApp, where anyone can type any order number into a chat.
Some things stay with people. Refunds on Shopify orders are handed to a person, not issued by the AI. After an order has shipped, an address change goes to a person too. We do not generate return labels. If you use Stripe, the agent can handle refunds, subscription cancel and resume, and invoices.
What happens when the bot hands off
A handoff keeps the full thread and adds a short brief written by the AI. The agent who picks it up reads what was asked, what was already tried and where it stopped, instead of scrolling up through the chat. Handoffs also cost nothing: you pay the per-resolution fee only for conversations the AI resolved on its own.
Workflows cover the in-between cases. You can build steps such as wait, send a message, assign, branch, or check business hours. A business-hours check, for example, can send a message arriving at night down a different path from one that arrives during the day.
What Savena does not do
Being clear about limits saves you a trial. Savena has no SMS and no phone or voice support. It does not include an SLA feature or a hosted help center, and it does not import tickets from another helpdesk. Its integrations are Shopify, Stripe, HubSpot and a custom HTTP API.
If you need phone support or SLA timers today, this is the wrong tool. If your customers write on WhatsApp, Instagram, email and chat and ask about orders, it is built for that.
What it costs
The platform fee is $99 a month and includes 3 team members. Extra members are $25 a month each. Conversations are unlimited. On top of that, the AI charges $0.99 for each conversation it resolves on its own. Annual billing brings it to $87 a month and $22 per extra member. There is a 21-day free trial, and Shopify-billed stores are billed monthly only.
A quick way to test any tool
Whatever you evaluate, run the same test. Send a message from Instagram and one from WhatsApp. Check that both open in the same inbox. Ask the bot to change something on an order and see what it asks you to prove first. Then force a handoff and read what your agent sees. Last, assign the conversation and leave a note.
If the tool passes those checks, it is the kind of chatbot the question describes. If the two messages land in different places, you are still running two inboxes.
Bottom line
Choose on the inbox first and the bot second. A chatbot that cannot hand a conversation to your team with the full thread is a dead end, and a shared inbox without an agent that can act is just a prettier list. Savena puts WhatsApp and Instagram in one team inbox with an AI agent that works inside it. Try it on the 21-day trial and run the checks above.