Guests reply to your stories, ask about availability and send booking questions where they already spend their time. chatlyn pulls every Instagram DM into the same inbox as WhatsApp, email and webchat, so your team answers from one place instead of checking another app. Contact details and PMS booking data sit right beside the conversation.
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Instagram messages join WhatsApp, email, webchat, Booking.com and Airbnb in a single shared view. Filter by channel when you want Instagram on its own, or work everything from one queue. No more logging into the app between check-ins.
Assign conversations to agents or teams, add colour-coded labels, and leave private notes with @mentions that guests never see. Custom filters let reception, reservations and marketing each watch the conversations that matter to them.
Meta closes an Instagram thread 24 hours after the guest's last message, and an agent cannot reopen it. A new message from the guest restarts the window, and chatlyn puts every Instagram conversation straight into your team's Open queue, so it is seen and answered while the door is open.
Guests send screenshots of offers, photos of confirmations or holiday snaps. Attachments are supported on Instagram DMs, so they arrive in the inbox as part of the conversation, ready for your team to handle.
The contact panel shows who you are talking to, and when the guest matches a booking, a PMS tab shows their current and previous stays. A DM about a late arrival stops being anonymous and becomes a known guest arriving Friday for three nights.
Instagram pushes things into the inbox that are not real messages: story reactions, single emojis, a photo with no question. An AI answering those would embarrass you, so chatlyn deliberately keeps its AI chatbot off this channel. Every Instagram conversation goes straight to your staff as an Open conversation.
Everything you need to know before connecting.
| Connection type | Meta Messenger integration (covers Instagram DMs and Facebook Messenger) |
| Direction | Inbound: the guest starts the conversation |
| Outbound conversations | Not supported; agents cannot open a new DM thread |
| Messaging window | 24 hours after the guest's last message; agents cannot reopen it, only a new guest message restarts it |
| Attachments | Supported |
| AI chatbot | Not active on Instagram; story reactions and single emojis would trigger unwanted auto-replies, so messages go straight to staff |
| Inbox tools | Assignment, labels, private notes with @mentions, statuses, custom filters, search |
| Guest context | Contact view with PMS booking data beside the conversation, when a booking exists |
| Setup | Self-service: connect your Meta business account |
Through the Meta Messenger integration, which covers both Instagram DMs and Facebook Messenger. Setup is self-service: connect your Meta business account and Instagram messages start arriving in your chatlyn inbox alongside every other channel.
No. Instagram is an inbound channel, so the guest must message you first. Once they do, your team can reply within Meta's 24-hour window. For proactive outreach to guests, WhatsApp campaigns are the right tool.
Meta allows replies for 24 hours after the guest's last message. On Instagram an agent cannot reopen a closed window; only a new message from the guest restarts it. Unlike WhatsApp, there is no approved template mechanism to reach out afterwards, so chatlyn keeps the conversation state clear so your team answers in time.
No, and that is deliberate. Instagram pushes things into the inbox that are not real messages, such as story reactions, single emojis or a photo with no question. An AI cannot respond to those properly and would send unwanted auto-replies. chatlyn keeps its AI on WhatsApp and webchat, and routes every Instagram conversation straight to your team as an Open conversation.
Yes. Attachments are supported on Instagram DMs, so guests can send screenshots and photos and they arrive in the conversation for your team to handle.
chatlyn shows the contact's information next to the conversation. When the guest matches a booking, a PMS tab displays their booking data including previous stays. If there is no current or past booking on record, no PMS data is shown.
Yes. The same Meta Messenger integration handles both Facebook Messenger and Instagram DMs, and both arrive in the same chatlyn inbox.
See how your Instagram DMs land in one shared inbox next to WhatsApp, email and webchat, with the guest's booking right beside the conversation.
