Instagram Welcome Message for New DM Conversations
An Instagram welcome message is the first reply someone gets when they DM your business. AeroChat sends it at once, answers whatever they asked in the same message, and checks HubSpot, Mailchimp or Klaviyo to see if they are already a customer. New people are added to your list with Instagram as the source.
What happens today
A new follower sends a message and gets either silence or a menu of buttons. Neither answers what they asked. People who came from a post or a profile visit often leave before anyone replies.
Returning customers get the same generic greeting as strangers. Nobody knows they ordered last month, because their Instagram conversations never reach the CRM or the email list.
How it runs on Instagram
- Someone sends your account a DM for the first time.
- AeroChat checks its own conversation history and your CRM for this Instagram username.
- A new person gets a short greeting that says what you can help with, followed by the answer to their first question in the same reply.
- A returning customer is greeted by name, with a reference to their last order or booking if your system has it.
- When the conversation needs it, AeroChat asks for a name and email, never before.
- It creates the contact in HubSpot, Mailchimp or Klaviyo with Instagram as the source, and adds them to your email list only if they agree to receive updates.
- If the person asks for someone on the team, it hands the conversation over in the inbox or on the mobile app.
The recipe
Copy this into AeroChat
When someone messages us on Instagram for the first time, follow these steps.
- Greet them in one line: “Hi, thanks for messaging Bloom Studio (example). We can help with prices, bookings and orders.”
- In the same reply, answer their first question from our knowledge base. Do not send the greeting on its own if they asked something.
- Search HubSpot for a contact with their Instagram username. If they exist, greet them by first name instead and mention their last booking if there is one.
- If they want a quote, a booking or updates, ask for their name and email.
- Create or update the HubSpot contact with the source Instagram. Only subscribe them to our newsletter if they say yes to updates.
- If they ask for a person, hand the conversation to our team.
Keep the greeting short. Reply in the customer’s language.
Change the business name and the three topics to your own. For Mailchimp or Klaviyo, name that system instead of HubSpot and keep the steps.
Connect the systems behind it
- HubSpot. AeroChat checks for an existing contact, creates new ones and sets Instagram as the source.
- Mailchimp. AeroChat adds people who agree to updates to your audience with an Instagram tag.
- Klaviyo. AeroChat creates the profile and adds it to your list when the customer opts in.
- Google Sheets. AeroChat logs each new conversation as a row if you keep your contacts in a sheet.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Instagram
On Instagram the customer always starts the conversation, so a welcome message is a reply, never a cold message. Automated replies can go out within 24 hours of the customer’s last message. Replies typed by your team have a separate 7-day window. If the person came from a click-to-Instagram-Direct ad, you can reply for up to 7 days from their first message. Messaging works with Instagram professional accounts, and group chats are not supported.
Also on WhatsApp, TikTok and web chat
The same welcome workflow runs on WhatsApp, Facebook Messenger, TikTok (direct messages and TikTok Shop buyer chat), Telegram, the chat on your website and email, with the same contact checks behind it. See WhatsApp auto-replies that answer the question.
Who uses it
Businesses that grow through Instagram use it, including spas, hair and beauty salons, beauty stores and tuition centres.
Read more: how AI chatbots turn Instagram followers into customers.
Questions
How do I set a welcome message on Instagram?
Connect your Instagram professional account to AeroChat and describe the greeting you want in your own words. AeroChat sends it to everyone who messages you for the first time, along with the answer to their question.
Can the welcome message be different for returning customers?
Yes. AeroChat checks your CRM or email list for the Instagram username before it replies, and greets known customers by name.
Can I send a welcome message to new followers?
No. Meta only lets a business message someone on Instagram after that person messages first. The welcome message goes out when a new person sends you a DM.
Which AeroChat plan do I need?
Workflows via Skills are on every plan, Free included. Starter includes 500 AI responses and 3 seats, Growth 2,000 and 10 seats, and Advanced 5,000 and 25 seats.
Give every new Instagram contact a real first answer
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: Instagram auto replies and Instagram DM automation.