Instagram & Messenger Integration

VenueAI's Instagram & Messenger integration connects your venue's Instagram Business Account and Facebook Page to your VenueAI account. When a potential client sends you a DM on Instagram or Messenger, VenueAI automatically creates a lead, responds intelligently, and works to move them toward booking a tour — just like it does with email and text.

How It Works

Connecting Your Accounts

1. Go to Settings > Integrations
2. Click Connect Instagram/Messenger
3. You'll be redirected to Facebook to authorize the connection
4. If you manage multiple Facebook Pages, select the one linked to your Instagram Business Account
5. Once connected, VenueAI will automatically start receiving DMs from both Instagram and Messenger

Your Instagram Business Account must be linked to a Facebook Page for the integration to work.

What Happens When Someone DMs You

When a new person sends your venue a DM on Instagram or Messenger:

1. A lead is created — VenueAI pulls their name and Instagram handle (if available) and creates a new lead in your inbox
2. The AI responds — If AI replies are enabled, VenueAI will reply to the DM using your venue's voice and tone, just like it would via text message
3. A form link is shared — The AI includes a link to your inquiry form so the lead can share their event details (date, guest count, etc.)
4. Once the form is submitted — The AI unlocks pricing and brochure content (if configured)

If the lead has already messaged you before, VenueAI recognizes them and adds the new message to their existing conversation.

Supported Message Types

• Text messages — AI reads and responds automatically
• Images, videos, and attachments — These are saved to the lead's conversation but trigger a handoff to your team for human review (AI does not interpret visual content)
• Story mentions, story replies, and reel shares — These can be filtered out for new senders (see Filtering Settings below)

Controls & Settings

Organization-Level Controls

In Settings > AI Settings, under Master Controls:

• IG & Messenger Replies — Master on/off switch for AI replies to all DMs. When off, DMs still come into your inbox but AI won't respond.

DM Form Selection

In Settings > Lead Forms, you can designate one form as your Instagram DM Form. This is the form link the AI will share when chatting with DM leads.

• Edit any form and toggle Instagram DM Form to set it as active
• Only one form can be the DM form at a time — setting a new one automatically replaces the previous
• If no DM form is selected, VenueAI will use your first enabled form as a fallback
• The DM form cannot be deleted or disabled while it's active

Per-Lead Controls

On any lead's detail page under advanced settings, you'll see an IG & Messenger Replies toggle under their AI settings. This lets you turn AI replies on or off for a specific lead without affecting anyone else.

The tooltip will show you contextual info — whether the lead is on Instagram, Messenger, or both.

DM Filtering (New Senders Only)

In your Meta integration settings, you can filter out noise from new senders who haven't been to your inbox before:

• Skip attachment-only DMs — Ignore DMs that contain only images/videos with no text
• Skip story mentions — Ignore when someone mentions your account in their story
• Skip story replies — Ignore replies to your venue's stories
• Skip reel shares — Ignore when someone shares a reel via DM

These filters only apply to brand-new senders. Messages from existing leads always come through to your inbox.

Team Replies via Instagram/Messenger App

You can reply to DMs directly from the Instagram or Messenger app at any time. When you do:

• VenueAI detects your reply and automatically pauses AI responses for that lead
• This prevents the AI from jumping in while you're handling the conversation
• Your reply is recorded in VenueAI so your full conversation history stays in one place
• To re-enable AI replies for that lead, go to their profile and turn the toggle back on

Human Handoff

When VenueAI determines a conversation needs human attention (complex questions, sensitive topics, or non-text messages), it will:

1. Flag the conversation for human review
2. Mark it as unread in your inbox
3. Send you a notification (email and/or text, based on your notification settings)
4. Optionally send the lead a message letting them know a team member will follow up (customizable in your AI settings)

Once handed off, AI pauses on that conversation until you re-enable it.

What Data Is Captured

From Instagram DMs:

• Name
• Instagram handle (@username)
• Message history
• Any attachments they send (images, videos, files)

From Messenger:

• Name
• Message history
• Any attachments they send

Once a lead submits your inquiry form, you'll also have their email, phone, event date, guest count, and any other fields on your form.

Important Things to Know

• 24-hour reply window — Meta requires that automated replies be sent within 24 hours of the last message from the lead. VenueAI handles this automatically.
• Character limit — DM replies are limited to 800 characters. VenueAI respects this limit automatically.
• One integration per venue — Each VenueAI account connects to one Facebook Page and its linked Instagram Business Account.
• AI follows the same rules — The AI uses the same cadence rules as email and text (no same channel twice in one day, stops if lead books or unsubscribes).
• Existing leads — If someone who's already in your system DMs you, VenueAI matches them to their existing record. No duplicates.

Troubleshooting