Instagram DMs through Meta Instagram for hotels: every DM answered from one inbox
Guests reply to your stories, ask about rooms and plan their evenings in Instagram DMs. chatlyn brings every DM into the inbox your team already uses for WhatsApp, email and your website chat. The AI answers from your hotel’s own knowledge, and anything personal goes to a colleague.
- DMs, story replies and mentions
- AI answers inside Meta’s 24-hour window
- Connected by your admin in minutes
Best Chatbot Solution Provider Winner 2024 · Nominee 2025 and 2026 
Used in more than 100,000 hotel rooms worldwide
From an Instagram DM to a managed conversation
Your admin connects the Facebook Page linked to your Instagram account once. From then on, every DM arrives in chatlyn.
Instagram conversations start with the guest. When they write again, the window opens again.
Instagram DMs next to every other channel
Instagram sits in the same inbox as WhatsApp, email, your website chat and Booking.com. Your team works through every channel in one queue, with the guests who have waited longest at the top.
Give every conversation one owner, add labels and private notes, and see at a glance which guests are still waiting. More on the guest messaging software.
The AI answers DMs, your team keeps judgement
Inside Meta’s 24-hour window, the AI answers questions about rooms, the spa, parking or dinner from your hotel’s own knowledge, in the guest’s language and your hotel’s tone.
When a guest needs a person, the AI hands the conversation over with everything said so far. It is the same AI as the hotel chatbot on WhatsApp and your website.
Know who is behind the DM
Every Instagram conversation belongs to a contact. Your team can merge contacts, so a guest who writes on Instagram today and on WhatsApp next month keeps one history.
When the contact has a booking, the stay from your PMS sits beside the conversation: dates, room and notes.
Guests write in their language, your team reads in theirs
Instagram reaches guests from everywhere. The AI answers in the language the guest writes in, and when your team replies, messages are translated both ways.
Photos, screenshots and voice notes arrive in the conversation, and your team can reply with images and files.
Powered by chatlyn The widget switches language with the guest
Instagram integration at a glance
What connects, how, and what your team can do.
- Connection
- Facebook Page with its linked Instagram professional account, through Meta’s messaging API
- Set up by
- Your admin, self-serve in Settings, in a few minutes
- What arrives
- DMs, story replies and mentions, post shares, attachments and ad referrals
- AI
- Answers inside Meta’s 24-hour window, in the guest’s language
- Reply window
- Up to 24 hours after the guest’s last message for everyone, up to 7 days for your team
- Replies
- Text up to 1,000 characters, images and files up to 25 MB
- Messenger
- Included with the same Facebook Page, labelled per conversation
- Inbox tools
- One owner per conversation, labels, private notes, translation
Hotels that answer every guest on every channel.
"With chatlyn, we achieve a 95% open rate on WhatsApp. Our guest communication has never been this effective. The platform has become the central hub across our properties."
"Guests want answers immediately, and our AI now handles 85% of enquiries automatically. It's a huge help for our reception team, so we can focus on the personal touches that really matter."
"Our guest relations team now achieves response times under 5 minutes. chatlyn's routing and workflow tools let our butlers focus on creating truly personalized luxury experiences."
"chatlyn's automated upselling campaigns generate measurable additional revenue every month. Room upgrades, spa packages, dinner reservations: guests appreciate the personalized offers."
"chatlyn has made our guest communication more efficient and personal. Fast, straightforward messaging lets us respond to our guests' needs and offer even better service."
Laura Rodríguez
Director of Rooms, The Amauris Vienna
Questions about the Instagram integration.
An admin adds a Facebook & Instagram inbox in Settings, signs in with Facebook, leaves every permission ticked and picks the Facebook Page linked to your Instagram professional account. In Instagram, “Allow access to messages” needs to be on. It takes a few minutes.
Yes. The AI is attached to new Facebook & Instagram inboxes and answers inside Meta’s 24-hour window, from your hotel’s knowledge and in the guest’s language. Anything personal goes to your team.
Meta lets businesses reply freely for 24 hours after the guest’s last message, and that is when the AI answers. From 24 hours to 7 days, a person on your team can still reply, and the composer shows when the window closes. When the guest writes again, the window opens again.
Yes. Story replies, story mentions, post shares and attachments arrive in the conversation, so your team sees what the guest is reacting to.
Instagram conversations start with the guest. To reach guests first, use WhatsApp templates or email from the same inbox.
Yes. The same Facebook Page brings Messenger into the inbox too, and each conversation is labelled Messenger or Instagram. A Page without Instagram connects as Messenger only.
Every conversation stays on the guest’s contact. When the same person writes on another channel, your team can merge the contacts so the whole history sits on one profile.
One platform for every team, hotel and goal.
By hotel
More on guest conversations.
Guest messaging software
Every channel in one inbox, with an owner for every conversation.
ReadFacebook Messenger
Messenger conversations from the same Facebook Page.
ReadHotel chatbot
The AI that answers from your own knowledge, on every channel it runs on.
Read
WhatsApp Business API
Reach guests first with WhatsApp templates, from the same inbox.
ReadBring your Instagram DMs into one inbox.
Connect Instagram to chatlyn: the AI answers inside Meta’s window, your team takes the rest, and every guest keeps one history.
