Instagram and WhatsApp DM booking for salons: how to turn messages into appointments

Why DMs are now a booking channel

Clients find salons on Instagram and keep chatting on WhatsApp, so "Do you have anything Saturday?" now arrives as a message as often as a call. The trouble is the same as with the phone: while you're with a client, nobody replies, and a quick reply often decides who gets the booking. See Instagram and TikTok bring clients to your salon; the phone is where you book them and speed to lead for salons.

Instagram: put a Book button on your profile

Instagram business profiles can show an action button that opens a booking partner. Square's help centre, for example, walks through it: Edit Profile, then Contact Options, then Add an Action Button, then choose your booking provider. Only one action button can show on your profile at a time (Square Support). Check whether your booking software is listed, and link your booking page in your bio either way.

WhatsApp Business: set greeting, away messages and quick replies

• Greeting message: WhatsApp Business can send an automatic welcome when a customer first messages you, or messages again after 14 days of inactivity (WhatsApp Help Center).
• Away message: an automatic reply you can schedule for outside business hours, so after-hours messages get a response with your booking link (WhatsApp Help Center).
• Quick replies: saved answers you insert by typing "/", such as your hours, prices or booking link (WhatsApp Help Center).

Five rules for DM bookings

1. Reply with a time, not a question. "I have Saturday at 11 or 2. Which suits?" beats "When are you free?"
2. Send the booking link for anything simple, and book complex services (colour corrections, extensions) yourself or by phone.
3. Take a deposit the same way you would for a phone booking.
4. Check DMs at set times between clients, and say on your profile when you reply.
5. Offer a call when a message thread gets long. A two-minute call often books what ten messages couldn't.

Where CallPad fits

CallPad handles phone, SMS and email today. It answers calls 24/7 and books, moves and cancels appointments in real time on supported booking systems, sends missed-call text-backs and texts clients on your waitlist when a slot opens up. So when a DM turns into "Can I just call?", the call gets answered and booked even when you're with a client. WhatsApp, Instagram, Messenger and TikTok are coming soon.

Related guides

• Instagram and TikTok bring clients; the phone books them
• Speed to lead for salons
• Should your salon text clients?
• Missed-call text-back for salons
• How mobile-first clients are changing salon communication

Frequently asked questions

Can clients book a salon appointment through Instagram?

Yes. Instagram business profiles can show a Book action button that opens a supported booking partner, and you can link your booking page in your bio.

How do I set an automatic reply on WhatsApp Business?

In the WhatsApp Business app, use Tools to set a greeting message for new chats and an away message, which you can schedule for outside business hours. Quick replies let you save common answers.

Does CallPad answer Instagram and WhatsApp messages?

Not yet. Phone, SMS and email are live. WhatsApp, Instagram, Messenger and TikTok are coming soon.

What does CallPad do today?

CallPad answers calls 24/7, books, moves and cancels appointments in real time on supported booking systems, sends missed-call text-backs and texts clients on your waitlist when a slot opens up.

Try CallPad

Get a quote for your salon, or hear CallPad answer a real salon call.