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Connect a property’s Instagram account and the direct messages guests send it land in the Chats tab, alongside your other guest conversations. It’s the place inbound Instagram inquiries turn into direct bookings. You set this up from the property’s Integrations settings: open the property’s Settings, then tap Integrations. Instagram sits under the Messaging section.

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Before you start

  • The account must be an Instagram Business or Creator account. Personal accounts can’t connect (Instagram doesn’t offer them an API).
  • The connection runs through Instagram’s official sign-in flow, which opens in your device browser. Have your Instagram login handy.

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Connect an account

1

Open Integrations

From the property’s Settings, tap Integrations. The Instagram card sits under Messaging and shows its current status.
2

Start the connection

Tap Connect Instagram. Superhost opens Instagram’s sign-in flow in your device browser.
3

Sign in and authorize

In the browser, sign in to Instagram and approve the requested access. This part runs on Instagram’s pages, not in Superhost.
4

Return to the app

When you finish, you come back to the app and see Instagram connected. The card then shows a Connected status.If the setup wasn’t completed, you’ll see a message asking you to tap Connect to try again — nothing is linked until Instagram confirms it.
The sign-in runs in your device browser because Instagram’s flow can’t run inside the app. If you close the browser or cancel partway through, nothing is linked — just tap Connect Instagram again to restart.

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How Instagram messaging works

Instagram messaging works differently from every other channel, and the rules are set by Instagram — not by Superhost. Knowing them avoids surprises. The guest always messages first. You can’t start an Instagram conversation or send proactive or marketing messages. There are no templates and no broadcasts. Instagram is for replying to people who reach out to you first. You have 24 hours to reply freely. Each time a guest messages you, a 24-hour window opens in which you can reply normally — including with an AI-drafted reply. Every new message from the guest resets the 24 hours. After 24 hours, only a human reply, for up to 7 days. Once the 24-hour window passes, you can still reply for up to 7 days — but the reply has to come from a person on your team, not the AI, and only to help with a genuine question, not to promote. This is Instagram’s rule for late replies. After that, the window closes. If more than 7 days pass with no new message from the guest, you can’t reply until they message again. The composer shows this and won’t let you type a reply that Instagram would reject.
These windows are Instagram’s, and Superhost enforces them so a reply can’t fail after you’ve typed it. If a conversation looks locked, it’s because the guest hasn’t messaged within the window — a new message from them reopens it.

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Where guest messages go

Once Instagram is connected, DMs guests send to that account arrive in the Chats tab as guest conversations, tagged Instagram, so you reply from the same place as the rest of your guest messaging.

Guest conversations

See and reply to guest messages in the Chats tab.

Connect WhatsApp

Add a WhatsApp Business number to this property.

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Reconnecting or fixing a connection

If the account ever needs re-linking, the card’s button changes:
  • Reconnect repeats the sign-in flow for an already-linked account.
  • Retry connection appears if the last attempt ended in an error. The card also shows the reason under Last attempt failed.
A connection can drop if you change your Instagram password or revoke access from Instagram’s side. Tap Reconnect to restore it.