Setup guide

Connect your Instagram to GoSmash

About 10 minutes, plus a day for the tester invite · Updated October 15, 2026

Once your venue's Instagram is connected, every DM to your venue lands in your GoSmash chat inbox, and the GoSmash AI agent answers it in seconds, day and night: prices, open slots, bookings and payment steps.

You and your staff see these chats in the same inbox as your website chat and Messenger, and you can take over any conversation at any time. Instagram is included in GoSmash Pro.

One extra step for now. Meta is still reviewing the GoSmash Instagram app, so we first add your venue's Instagram as a tester on our app (see "First: get added as a tester"). That only lets you connect your account. Once it's connected, every customer's DM reaches the AI agent, testers or not.

Want a hand? Message GoSmash at m.me/aeroljohn to book a short screen-share call. We guide you through every step while you click. You never need to send us your Instagram password.

Before you start

Check these first. Most failed connections come from the first two.

A professional Instagram account. Open your venue's profile in the Instagram app. If you see Professional dashboard, you're set. If not, tap ☰ (top right) > Settings and activity > Account type and tools > Switch to professional account, pick a category (like Sports & Recreation) and choose Business. Your posts and followers stay the same, and you can switch back any time.
Your venue's Instagram login. The username and password of the account customers message, not your personal one. If it has two-factor login, keep the phone that gets the codes nearby.
Your GoSmash chat login. The email and password GoSmash gave you for chat.gosmash.cc.
A computer. Use Chrome, Edge or Safari. The GoSmash chat phone app can't connect an Instagram account.
Message access on, if Instagram shows the setting. In the Instagram app: Settings and activity > Messages and story replies > Message controls. If you see Connected tools > Allow access to messages, switch it on. Not every account shows it, and that's fine.
Other auto-replies off, once the AI is on. When GoSmash confirms the AI agent is on (step 10), switch off Meta Business Suite instant replies and saved auto-replies for Instagram, and any other chatbot (like ManyChat), so customers don't get two answers.

First: get added as a tester

Do this once, a day before you connect. It's how Instagram lets you connect your account while Meta reviews our app.

A
Message GoSmash at m.me/aeroljohn with your venue's Instagram username, for example @yourvenue.
B
We add that account as a tester on the GoSmash app, usually the same day. Instagram doesn't send a notification, so we message you when it's done.
C
On a computer, log in to instagram.com as your venue account and open instagram.com/accounts/manage_access. Click the Tester invites tab, then Accept next to the GoSmash invite (it may be called "GoSmash Demo"). The invite only shows in a browser, not in the Instagram app.
D
Message GoSmash "Tester invite accepted". You're ready to connect.

Connect your Instagram, step by step

You start in GoSmash chat, log in to Instagram, then finish back in GoSmash chat.

Part 1In GoSmash chat

1
Go to chat.gosmash.cc and log in with your GoSmash chat email and password.
2
In the left menu, click Settings, then Inboxes.
3
Click Add Inbox (top right).
4
Choose Instagram.

Part 2On Instagram

5
Click Continue with Instagram. Instagram's login page opens. If nothing happens, allow pop-ups for chat.gosmash.cc and click again.
6
Log in as your venue account, the one you accepted the tester invite with. If Instagram shows your personal account instead, click Switch accounts (or log out of instagram.com first) and log in as the venue. Enter the two-factor code if Instagram asks.
7
Instagram shows what GoSmash is asking for (the list below explains each line). Click Allow. If it says the app hasn't been reviewed by Meta yet, that's expected.
8
Instagram sends you back to GoSmash chat by itself.

Part 3Back in GoSmash chat

9
Your new inbox is named after your Instagram username. Under Agents, pick yourself and every staff member who answers chats, then click Add agents.
10
When you see Your Inbox is ready!, message GoSmash at m.me/aeroljohn: "Instagram connected, (your venue name)". We switch the AI agent on for your new inbox, usually the same day.

What Instagram asks you to allow

Line in step 7	Why it's there
Your profile (username, name and picture)	To show your account in the inbox and know which account a DM was sent to
Access and manage your messages	To receive customer DMs and send the AI agent's replies
Any line about posts, comments or insights	Instagram can list these on the same screen. GoSmash doesn't use them

GoSmash never posts on your Instagram, and it only reads your DMs.

Check that it works

Once GoSmash confirms the AI agent is on, send one test DM. It takes 2 minutes.

1
Use a different Instagram account from your venue's, such as your personal one or a staff member's, so you see the chat the way a customer does.
2
Open your venue's profile and tap Message.
3
Ask something a customer would, like "Do you have a slot at 6pm tomorrow?"
4
The AI agent replies in Instagram, usually within 15 seconds.
5
In chat.gosmash.cc, open your Instagram inbox. The same chat and the reply are there, and you can take over at any time. If you don't see it, change the list filter from Open to All.

No reply after 5 minutes? See the next section.

If something goes wrong

What you see	What to do
Instagram says the app isn't available, or the request is invalid	Your tester invite isn't accepted yet, or you logged in with a different account. Accept it at instagram.com/accounts/manage_access (step C), then start again from step 5.
Instagram says your account isn't a professional account	Switch it to a Business account (see Before you start), then start again from step 3.
Instagram connected your personal account instead of the venue	Delete that inbox in Settings > Inboxes, log out of instagram.com, then start again from step 3 and log in as the venue.
The Instagram page is blank or closes at once	Allow pop-ups for chat.gosmash.cc, turn off ad blockers for that site, and try Chrome.
The chat shows in GoSmash but the AI doesn't reply	GoSmash hasn't switched the AI agent on yet (step 10), or someone on your team took over that chat. Message GoSmash if it's been more than a day.
DMs don't show in GoSmash at all	Switch on Allow access to messages if Instagram shows it (see Before you start), then message GoSmash.
Customers get two replies	Another auto-reply is still on. Turn off Business Suite instant replies and saved auto-replies for Instagram, and other chatbots.
Your staff's reply won't send	Instagram only lets businesses reply within 24 hours of the customer's last message. Ask the customer to message again.
The inbox says the connection expired	Someone changed the Instagram password or removed GoSmash in Instagram's settings. Go to Settings > Inboxes, open your Instagram inbox and click Reauthorize, then repeat steps 5 to 8.

Still stuck? Message GoSmash at m.me/aeroljohn with a screenshot of what you see.

Disconnecting or switching accounts

You can disconnect at any time, from either side.

In GoSmash chat: go to Settings > Inboxes, find your Instagram inbox and click the delete (trash) icon. Your DMs are removed from GoSmash, but they stay on Instagram.
On Instagram: go to Settings and activity > Website permissions > Apps and websites, select GoSmash and tap Remove.
Switching to another account: delete the old inbox, repeat steps 1 to 10 with the new account, and let GoSmash know so we switch the AI agent on again.

Also on Facebook? Your Page connects separately: see Connect your Facebook Page to GoSmash.