--- title: "Instagram DM Reply Templates for Local Businesses" description: "41 editable Instagram DM replies for prices, bookings, hours, allergens, delivery, complaints, refunds, collabs, jobs and spam, plus when to stop and call." url: "https://keepsposted.buildverse.dev/blog/dm-reply-templates-for-local-businesses/" image: "https://keepsposted.buildverse.dev/images/blog/dm-reply-templates-for-local-businesses.webp" published: "2026-11-12" updated: "2026-11-12" category: "Playbooks" --- # Instagram DM Reply Templates for Local Businesses *Playbooks · Published 2026-11-12 · Updated 2026-11-12 · 9 min read · KeepsPosted editorial team* 41 editable Instagram DM replies for prices, bookings, hours, allergens, delivery, complaints, refunds, collabs, jobs and spam, plus when to stop and call. Most DMs to a local business are the same ten questions. Below are 41 replies you can paste and edit, grouped by situation, with notes on when a template stops being the right tool and a person needs to take over. Square brackets mark what you fill in. Read each one aloud once and change any word you would not say at the counter. A template that sounds like a call centre costs you more than a slow reply. ## Four rules before you copy 1. **Answer the question in the first line.** Price, time, yes or no. Then the detail. 2. **Use their name and one detail from their message.** "Hi Priya, the Saturday 7pm slot for six" proves a person read it. 3. **One question back, not three.** If you need more, ask the most important thing first. 4. **Never paste and walk away on the four topics in the escalation table below.** Those need a person. Where to keep them: Meta Business Suite's inbox has saved replies, and Instagram's own chat tools let a professional account set up frequently asked questions with automatic answers. Both are free and enough for most single-location businesses. If a tool sends these replies for you, Meta's Instagram send-message page says text must be under 1,000 characters, so keep each one short. ## Prices and quotes **Prices (4 replies)** - **1. Fixed price:** Hi [Name], [service/item] is [price]. That includes [what's included]. Would you like me to book you in or hold one for you? - **2. Price depends:** Hi [Name], it depends on [length/size/number of guests]. Most [service] come to between [low] and [high]. If you send me [a photo/the date and numbers], I'll give you an exact price today. - **3. Price list request:** Here's our full price list: [link]. Prices were updated on [date]. Anything on it you'd like to book? - **4. "Any discount?":** Thanks for asking. We keep our prices the same for everyone, but [regular offer, e.g. 'weekday mornings include a free fringe trim'] if that helps. > **Tip:** Put the price in the reply, not "check the link". People who ask a price in DMs usually tried the link already, or are on their phone and will not open it. ## Availability and bookings **Bookings (5 replies)** - **5. Slot available:** Yes, we have [time] on [day]. Shall I put it under [Name]? I'll just need a phone number for the booking. - **6. Slot not available:** Sorry, [time] on [day] is full. I can do [option 1] or [option 2]. Would either work? - **7. Send to booking link:** You can book here and see every free slot: [link]. If nothing fits, tell me your ideal time and I'll check for cancellations. - **8. Large group or event:** We'd love to host you. For [number] people we [set menu/deposit/private area]. What date are you thinking, and roughly what time? - **9. Confirming a booking:** All set: [Name], [number] people, [day, date] at [time]. If anything changes, just reply here. Reply 9 ends with "just reply here" on purpose. A reply from the customer reopens the 24-hour window that inbox tools work within. The clocks are explained in [Instagram's 24-Hour Messaging Window, Explained](https://keepsposted.buildverse.dev/blog/instagram-24-hour-messaging-window/). ## Hours, location and parking | # | Situation | Reply | | --- | --- | --- | | 10 | Opening hours | We're open [days] [hours]. On [holiday] we're [open/closed/short hours]. | | 11 | Where are you? | We're at [address], [landmark, e.g. 'next to the post office']. Map: [link]. | | 12 | Parking or transit | There's [parking option] [distance] away. By bus or train, [stop] is a [X]-minute walk. | | 13 | Accessibility | Our entrance is [step-free/one step], and [toilet/seating detail]. Tell me what you need and I'll make sure it's ready. | If you get these every day, the answers belong in your bio and a pinned post too. See [Instagram Bio Ideas for Businesses](https://keepsposted.buildverse.dev/blog/instagram-bio-ideas-for-business/). ## Menu, ingredients and allergens > **Allergies are a safety question, not a sales one:** Never confirm by DM that a dish is "safe" or "allergen-free" from memory. In the US, the FDA lists nine major food allergens, with sesame added on 1 January 2023. In the UK, the Food Standards Agency says businesses selling non-prepacked food must give allergen information for 14 allergens, and recommends written information supported by a conversation. Point people to your written allergen information and to a person who can check the actual recipe. General information, not legal advice; check your local rules. **Menu and allergens (4 replies)** - **14. Menu request:** Here's today's menu: [link]. The [dish] is our most ordered this week if you want a tip. - **15. Dietary option:** Yes, we have [number] [vegan/gluten-free/halal] dishes, marked on the menu: [link]. Want me to note it on your booking? - **16. Allergy question:** Thanks for telling us. Our allergen information for every dish is here: [link]. Recipes can change, so please also tell the team when you order and they'll check the ingredients with the kitchen. If you'd like to talk it through first, call us on [number]. - **17. Cross-contact question:** We do use [allergen] in our kitchen, so we can't promise there's no cross-contact. The team can tell you what we can do to reduce it. Please call [number] before you come in so we can check with the chef on the day. Restaurant and café owners will find more on what to post about menus in [Restaurant Social Media: What to Post Through the Week](https://keepsposted.buildverse.dev/blog/restaurant-social-media/). ## Delivery and orders **Delivery and orders (4 replies)** - **18. Do you deliver?:** Yes, within [area/distance], [days and times]. You can order here: [link]. Delivery is [price or 'free over X']. - **19. We don't deliver:** We don't deliver ourselves, but you'll find us on [app] for [area]. Or order here and pick it up in [X] minutes: [link]. - **20. Where's my order?:** Sorry for the wait, [Name]. Can you send me your order number? I'll check right now and come back to you within [15 minutes]. - **21. Custom order:** We can do that. For [item] we need [X days] notice and a [deposit]. What date do you need it, and how many people is it for? ## Complaints Use these only for the first reply. Every complaint gets a person after that. **Complaints (5 replies)** - **22. First response:** [Name], I'm sorry. That's not the [visit/order] we want for you. Thank you for telling us directly. Can you tell me [the date and time/your order number] so I can look into it today? - **23. Wrong or missing item:** I'm sorry we got that wrong. I can [send the missing item/refund that item/replace it on your next visit]. Which would you prefer? - **24. Service or staff complaint:** Thank you for letting us know. I'm the [owner/manager], and I'll speak to the team about it. Would you be happy to talk on the phone? My number is [number], or send me yours and a good time. - **25. Public comment, move to DM:** Public reply: "We're sorry to hear this, [Name]. We've sent you a message so we can put it right." Then send reply 22 by DM. - **26. After it's resolved:** Thanks again for your patience, [Name]. [Refund/replacement] is done. If anything else comes up, message me here directly. ## Refunds and cancellations **Refunds (3 replies)** - **27. Refund approved:** I've refunded [amount] to the card you paid with. Your bank usually shows it within [X] working days. Sorry again for the trouble. - **28. Policy says no:** I understand. Our policy is [policy, e.g. 'deposits are refundable up to 48 hours before']. Because this is within [time], I can't refund it, but I can [move the booking/give credit] instead. Would that help? - **29. Need to check:** Let me check this with [the owner/our booking system] and come back to you by [time today]. > **Note:** Never ask for card details to process a refund in a DM. Refund to the original payment method, or send a link from your payment provider. ## Collaboration and influencer requests **Collaborations (4 replies)** - **30. Interested, need details:** Thanks for thinking of us. Could you send your rates, your audience's location and two recent examples of local partnerships? We'll reply within a week. - **31. Free meal or service for content:** We're open to it for creators with a local audience. If we go ahead, we'd ask that the post makes clear it was gifted. What would you plan to post? - **32. Polite no:** Thanks for getting in touch. We're not taking on partnerships right now, but we'd love to see you in as a customer. - **33. Asking to repost their content:** We love your photo of [item]. May we share it on our feed with a credit to you? We won't edit it beyond cropping. Before you repost anyone's photo or review, read [Can You Repost Customer Reviews and Photos? The Rules](https://keepsposted.buildverse.dev/blog/repost-customer-reviews-and-photos-rules/). ## Job enquiries **Jobs (3 replies)** - **34. Hiring:** Thanks for your interest. We're hiring [role]. Please send your CV to [email] or apply here: [link], and mention this message. - **35. Not hiring:** Thank you. We're not hiring right now, but we post openings on our page first. Feel free to send your CV to [email] for next time. - **36. Follow-up on application:** Thanks for checking in. [Name] is reviewing applications this week and will contact everyone by [date]. Move job conversations to email. A DM thread is a poor place for CVs, references or anything about pay. ## Spam, scams and odd requests | # | Situation | Reply or action | | --- | --- | --- | | 37 | "Your account will be disabled, click here" | No reply. Do not click the link or enter a login. Check for real account notices from inside the Instagram app, then report and delete | | 38 | Growth or follower-selling offers | No reply, or: "Thanks, not interested." Then report as spam if it repeats | | 39 | Someone asks for staff phone numbers or schedules | "We don't share staff details, but I can pass on a message. What's it about?" | | 40 | Abusive message | No reply in kind. Restrict or block, keep a screenshot, and tell the owner | | 41 | Closing a conversation that has gone quiet | "Just checking you got what you needed, [Name]. We're here if anything else comes up." | ## When to stop templating and hand to a person | Cue in the message | What to do | | --- | --- | | Allergy, illness, injury, food safety | A named person replies and calls if possible. Never a template beyond reply 16 or 17 | | Money is disputed: refund refused, chargeback threat, double charge | Owner or manager replies the same day | | Anger, capital letters, a second complaint, a mention of a review or the press | Stop templates. A person writes a short, specific reply | | Legal, medical, or anything about a child | Reply only to move it to phone or email, and tell the owner | | The customer repeats the question you already answered | Your template missed the point. Read the thread again and write fresh | If several people answer messages, agree who picks up each of these. A rota and handoff sheet are in [Manage Instagram and Facebook Messages in One Inbox](https://keepsposted.buildverse.dev/blog/manage-instagram-facebook-messages-one-inbox/). If you plan to send any of these automatically by keyword, read [Instagram DM Automation: What to Set Up First](https://keepsposted.buildverse.dev/blog/instagram-dm-automation/) before you switch anything on. ## Never ask for, or send, these in a DM **Privacy list for everyone who answers messages** - [ ] **Full card numbers, security codes or bank logins.** The PCI Security Standards Council says its Requirement 4.2.2 prohibits sending unprotected card numbers by email, instant messaging, SMS or chat. Use a payment link from your provider. - [ ] **Passwords or one-time codes**, including for your own booking system. No real customer needs one. - [ ] **Copies of ID documents** such as passports or driving licences. If you must check ID, do it in person. - [ ] **Health details and treatment history.** Ask clinic patients to call or use your patient portal. - [ ] **Other customers' details**, including who booked before them or who left a review. - [ ] **Staff home addresses, phone numbers or rotas.** > **Clinics, dentists and other health providers:** In the US, the HHS Office for Civil Rights has settled with health providers that disclosed patient information online, including New Vision Dental in 2022 and Manasa Health Center in 2023, both over replies to online reviews. Treat DMs the same way: do not confirm that someone is a patient, and do not discuss their care in a message. A safe reply: "Thanks for getting in touch. To protect your privacy, please call us on [number] and we'll help you there." General information, not legal advice; check your local rules and your regulator. More on what health businesses can post is in [Dental Clinic Social Media: What to Post and What to Avoid](https://keepsposted.buildverse.dev/blog/dental-clinic-social-media/). ## Frequently asked questions ### Should I use the same DM templates on Instagram and Facebook? Yes, the wording can be the same. Keep one shared list in Meta Business Suite's saved replies so every channel gets the same prices, hours and policies. ### How many DM templates does a small business need? Start with the ten questions you get most, usually prices, availability, hours, location and menu. Add more only when you have typed the same answer three times in a week. ### Is it okay to answer allergy questions with a template? Only to point people to your written allergen information and to a person who can check the recipe. Never confirm a dish is safe from memory or by template. ## Sources - [Meta for Developers: Instagram Messaging, send a message (text under 1,000 characters)](https://developers.facebook.com/docs/messenger-platform/instagram/features/send-message) (checked 12 Nov 2026) - [Meta Business Help Center: About business messaging tools (saved replies, automated responses)](https://www.facebook.com/business/help/419420149025345) (checked 12 Nov 2026 (page body did not load; read via search index summary)) - [Instagram Help Center: Set up frequently asked questions on chats](https://help.instagram.com/4153704678000867/) (checked 12 Nov 2026 (page body did not load; read via search index summary)) - [FDA: The FASTER Act, sesame is the ninth major food allergen](https://www.fda.gov/food/food-allergies/faster-act-sesame-ninth-major-food-allergen) (checked 12 Nov 2026) - [Food Standards Agency: Allergen information for non-prepacked foods, best practice](https://www.food.gov.uk/business-guidance/allergen-information-for-non-prepacked-foods-best-practice-introduction) (checked 12 Nov 2026) - [PCI Security Standards Council FAQ: Can unencrypted PANs be sent over e-mail, instant messaging, SMS, or chat?](https://www.pcisecuritystandards.org/faq/articles/Frequently_Asked_Question/can-unencrypted-pans-be-sent-over-e-mail-instant-messaging-sms-or-chat/) (checked 12 Nov 2026) - [HHS OCR: settlement with New Vision Dental (2022)](https://www.hhs.gov/about/news/2022/12/14/hhs-civil-rights-office-enters-settlement-with-dental-practice-over-disclosures-of-patients-protected-health-information.html) (checked 12 Nov 2026) - [HHS OCR: agreement with Manasa Health Center (2023)](https://www.hhs.gov/about/news/2023/06/05/hhs-office-civil-rights-reaches-agreement-health-care-provider-new-jersey-disclosed-phi-response-negative-online-reviews.html) (checked 12 Nov 2026) ## How this article was made Written by the KeepsPosted editorial team, with AI assistance for drafting. The reply wording, escalation cues and routine are our own suggestions; the allergen, card-data and health-privacy points come from the regulators and Meta pages listed, read on 12 November 2026. ## Structured data ```json [ { "@context": "https://schema.org", "@type": "Article", "mainEntityOfPage": { "@type": "WebPage", "@id": "https://keepsposted.buildverse.dev/blog/dm-reply-templates-for-local-businesses/" }, "headline": "Instagram DM Reply Templates for Local Businesses", "description": "41 editable Instagram DM replies for prices, bookings, hours, allergens, delivery, complaints, refunds, collabs, jobs and spam, plus when to stop and call.", "image": [ "https://keepsposted.buildverse.dev/images/blog/dm-reply-templates-for-local-businesses.webp" ], "datePublished": "2026-11-12", "dateModified": "2026-11-12", "articleSection": "Playbooks", "keywords": "Instagram DMs, Templates, Customer service, Small business", "author": { "@type": "Organization", "name": "KeepsPosted", "url": "https://keepsposted.buildverse.dev" }, "publisher": { "@type": "Organization", "@id": "https://keepsposted.buildverse.dev/#organization", "name": "KeepsPosted", "url": "https://keepsposted.buildverse.dev/", "logo": { "@type": "ImageObject", "url": "https://keepsposted.buildverse.dev/icon-512.png" }, "parentOrganization": { "@type": "Organization", "name": "BuildVerse", "url": "https://buildverse.dev" } } }, { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://keepsposted.buildverse.dev/" }, { "@type": "ListItem", "position": 2, "name": "Blog", "item": "https://keepsposted.buildverse.dev/blog/" }, { "@type": "ListItem", "position": 3, "name": "Instagram DM Reply Templates for Local Businesses", "item": "https://keepsposted.buildverse.dev/blog/dm-reply-templates-for-local-businesses/" } ] } ] ```