What is direct message?

A direct message, or DM, is a private message sent between users or accounts on a social network, visible only to the people in that conversation.

Direct messages are where many customer conversations happen. People use DMs to ask about prices, availability or orders, to share feedback and to send your posts to friends. Replying quickly and helpfully can turn a simple question into a sale or a loyal customer.

Most networks, including Instagram, Facebook, X, LinkedIn, TikTok and Bluesky, offer some form of direct messaging. Business accounts often get extra tools such as saved replies, automatic greetings and labels. Settings control who can message you, and messages from people you do not follow may land in a separate requests folder.

Check your DMs, including message requests, every day. Use saved replies for common questions, but personalize them. Keep sensitive information, such as payment details, out of messages unless a secure process is in place, and move complex issues to email or a phone call when needed.

Example

A boutique clothing store answers a DM asking whether a dress comes in a larger size and sends a photo of it from the shop floor.