One guest, every channel
The DM writes to the same guest record the guest reaches on WhatsApp, voice, the web and the floor — one history, verified, not six.
Instagram Concierge · book a table from a DM
They found you on Instagram. Now book them from the DM.
RAYN answers every Instagram DM in your venue’s voice — turns the enquiry into a booking, in any language, and sends the guest their exact table. The message that used to sit unread over a busy weekend becomes a reservation.
Fri, 20:41
Just saw your terrace reel — do you have space for four this Friday?
So glad it caught your eye. Friday at 8 on the terrace works. Choose your exact table here —
Pick Your Spot · Garden terracerayn-co.com/w/garden-terrace
The garden four-top, please.
Lovely — that is yours for four on Friday, under Amira. We look forward to having you.
Seen just now
Book · ask · verify · pay
The whole booking — inside the DM.
A real Instagram exchange: it takes the booking, answers the question, verifies a returning guest without a phone number, and moves the deposit to WhatsApp — in whatever language the guest writes. Choose an action, then read it in English, Arabic or Hindi.
The same concierge as WhatsApp, voice and the web — answering DMs in the guest’s own language and writing to the one guest record. Payments move to WhatsApp because Instagram does not allow them in-thread.
Discovery to booking
They already find you here. Now they can book here.
Instagram is where guests discover a venue — the grid, the reel, the story. The gap has always been the last step: the DM that needs a person to answer it. RAYN closes it. A guest who comments on a post can be sent straight into a booking conversation, and the enquiry that arrives at midnight is answered before your team is back on shift.
The problem
The enquiry arrives where your team is not looking.
Instagram sends real intent — and it lands in a DM inbox that only gets opened between services. The gap between the message and the reply is where the booking is lost.
The DM read on a busy Saturday
The enquiry lands mid-service, the team is on the floor, and by the time anyone opens Instagram the guest has booked elsewhere.
Tables sold in the DMs
Requests live in a thread on one phone, owned by whoever answered first — no record, no live availability, no deposit.
Discovery that goes nowhere
A reel does its job and the guest reaches for the DM — then meets a link in bio, a form, or silence.
A different language, unanswered
A guest writes in Arabic; the reply comes back in English, or hours later, or not at all.
How it works
From a DM to a table on the book.
Four steps in one conversation — answered, understood, given the exact table, and landed on the same book your floor runs.
- 01
The DM is answered
Instantly, in your venue’s voice — whether they messaged you directly or commented on a post.
- 02
Understood as a booking
Date, party and the area they want, read as structured intent and checked against the same live availability your floor runs on.
- 03
The exact table
The guest is sent Pick-Your-Spot — your live floor plan — to choose their table, right inside the conversation.
- 04
On the one book
A deposit taken over WhatsApp if you require one, and the booking lands on the same ledger as WhatsApp, voice and the floor.
In the DM
Everything the booking needs, without leaving the conversation.
Answers the real questions
Parking, the dress code, vegan options, the set menu — from the venue’s own documents and knowledge base, grounded, never guessed.
Sends Pick-Your-Spot
The exact table chosen from a link in the DM — your live floor plan, no app and no form.
Recognises the guest
Once it has verified them, it greets a returning guest by name and knows the area they favour, occasions and dietary notes on the record.
Captures what it cannot close
A fully-booked night becomes a real waitlist place; a request for the team lands in the operator queue rather than lost in the DMs.
The hard part, solved
Instagram has no phone number. It verifies anyway.
A DM has no number attached, so RAYN never guesses who it is talking to. When a guest wants to see or change a booking, the concierge texts a one-time code to the mobile they booked with and asks them to read it back — only then does it open their history. It is how a phoneless channel reaches a booking without ever exposing one guest’s details to another.
Can you change my Friday booking to six?
Happy to — a quick check first. I have texted a code to the mobile you booked with; could you read it back?
482913
Verified. Your Friday table for four — shall I request six?
Do you need a deposit?
Yes — AED 200 a head. Instagram cannot take payment here, so here is a secure link on WhatsApp —
Continue on WhatsApp · AED 800wa.me/ · PAY RAYN-4821
Paid.
Received — you are confirmed for Friday at 8.
Deposits, done right
The deposit moves to WhatsApp — by design.
Instagram does not allow payment links in a DM, so RAYN does not force one. When a deposit is due, the concierge hands the guest a secure link on WhatsApp — one tap, the table is held, and it is the same booking on the same book. Compliant with Meta’s rules, and smoother for the guest.
One system underneath
Instagram is a channel, not a silo.
One booking path
Every reservation and change goes through the same canonical engine as your team, so a DM can never contradict the book.
Human, when it matters
Anything sensitive hands to a person — the bot goes quiet and the venue is alerted, with the thread’s context intact.
Why you can put your name on it
A concierge you can trust in the DMs.
What separates a chatbot that sounds convincing from one you can leave answering guests is what it refuses to do.
It never says “booked” unless it is
The engine replaces the reply unless a real write succeeded — so a DM can never say “done” when nothing was committed. Every booking runs the same canonical path as your floor, with idempotency so a repeated message cannot double-book.
It only acts for a verified guest
It will not read or change a booking until the guest has proven the number is theirs — so one guest can never reach another’s reservation from a DM.
It will not guess on safety
Allergen and dietary questions are answered from the venue’s own protocol or handed to a person — never a claim that a dish is “allergen-free”.
For the operator
Your account. Your voice. One inbox.
Set the persona
The same voice as your other channels — name, tone, the things to always mention and the words to never say.
One inbox
Instagram threads sit in the same operator console as WhatsApp and the web, so nothing lives on a personal phone.
Approve by reply
Large parties and changes come to you to accept or decline; the sensitive steps wait for your yes.
Your account, connected
Link your venue’s own Instagram and the concierge answers as you, with opt-outs honoured on every send.
Questions
Instagram Concierge, answered.
Can guests book a table from an Instagram DM?
Yes. The concierge checks the same live availability your floor runs on, then sends the guest a link to choose their exact table in Pick-Your-Spot — right inside the conversation. Every booking lands on the same book as every other channel.
How does it know who it is talking to without a phone number?
It verifies. When a guest wants to see or change a booking, RAYN texts a one-time code to the mobile they booked with and asks them to read it back — so a DM can reach their history without ever exposing it to anyone else.
How are deposits handled on Instagram?
Instagram does not allow payment in a DM, so the concierge sends a secure deposit link over WhatsApp instead. One tap, the table is held, and it is the same booking on the same book.
Is it the same concierge as WhatsApp?
Yes — one concierge across Instagram, WhatsApp, voice and the web, in your venue’s voice, writing to a single guest record. It replies in whatever language the guest writes.
Does it work with our own Instagram account?
Yes. You connect your venue’s Instagram and the concierge answers as you — in your tone, with opt-outs honoured on every send.
See it on your venue
Turn the DM into your busiest booking line.
A short walkthrough — we connect your account, take a DM to a booking end to end, and show it land on the same book your floor runs.