Conversations and connecting Instagram
Answer SMS, email, Instagram and Facebook messages from one inbox, beside the customer's bookings.
Conversations, under Customers, is Cue's inbox. Each thread has the customer beside it: their next booking, membership, spend and notes. You can answer "is Friday free?" and book them in without switching apps.
What arrives in Conversations
| Channel | What you need |
|---|---|
| SMS | An SMS provider connected in Integrations. Every plan, within its monthly SMS allowance. |
| Gmail or Microsoft 365 connected in Integrations | |
| Instagram direct messages | Meta connected. Pro plan. |
| Facebook Page messages | Meta connected. Pro plan. |
| Coming soon |
You may see a WhatsApp tab in the inbox already. It stays empty until WhatsApp arrives.
Connect Instagram and Facebook
Instagram messages come through Meta, so your Instagram account must be a professional (business or creator) account linked to a Facebook Page.
- Go to Workspace, then Integrations, then Meta.
- Choose Connect Meta Account and sign in with the Facebook account that manages your studio's Page.
- Select the Page and the Instagram account, and approve the permissions.
- New direct messages start appearing in Conversations.
If Meta shows Needs the Pro plan, your workspace is on Starter or Studio. Instagram and Facebook messages are part of Pro.
Reply
Open a thread and type your reply. It goes back on the channel the customer used. If a message comes from someone Cue does not recognise, link it to the right contact from the panel beside the thread.
If messages stop arriving
Meta disconnects apps when a password changes or a Page admin is removed. Reconnect from Integrations and messages resume.