Aesthetics clinics
Instagram DMs for aesthetics clinics
Where the enquiries actually start
Aesthetics is an Instagram-first industry: the before-and-after post does the selling and the DM does the converting. The problem is that the DMs live in an app on one person's phone, answered between clients.
- Answers price and treatment questions from your own catalogue
- Books into the same diary as WhatsApp and reception
- Every DM becomes a contact you keep
- Hands over to a person the moment it needs judgement
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In practice
What actually gets asked here
Real exchanges on this channel, and what happens to them.
“Saw your post — how much is this?”
Identifies the treatment from your catalogue, gives the price and the session length, and offers the next two available appointments.
“Do you do consultations first?”
Explains your consultation policy from the instruction library and books one, or hands the thread to a practitioner if the question goes past policy.
“Are you open Sunday?”
Answers from the clinic's real business hours rather than from whatever was typed into the bio six months ago.
01 / 03
The DMs stop living on one person's phone
The usual arrangement is that whoever runs the Instagram account answers DMs between clients. Every failure that follows comes from that: the enquiry seen at 11pm and forgotten by morning, the price quoted differently by two people, the patient history that walks out when the account manager leaves. A shared inbox with an assistant on it removes the single point of failure rather than adding a process on top of it.
02 / 03
What Instagram does not give you, stated plainly
Meta identifies an Instagram sender by an opaque scoped id that carries no phone number and no email. So an Instagram enquiry cannot be matched automatically to a patient you already have — it arrives as its own contact until somebody merges it or the patient gives a number. On WhatsApp the same person resolves to their existing record automatically, because there a phone number exists to match on.
- No phone number means no automatic match to an existing patient
- Interactive buttons and lists arrive as quick replies
- A 24-hour reply window, with no template route once it closes
03 / 03
One assistant, not an Instagram bot
The assistant answering here is the same one on WhatsApp and website chat, with the same instructions, the same treatments catalogue and the same diary. A separate Instagram bot is how a clinic ends up quoting two different prices for the same treatment on two channels.
Boundaries
What it will not do
Most of these are not settings. They are tools the assistant was never given.
- It cannot match an Instagram enquiry to an existing patient record — Meta supplies no phone number
- It has no access to clinical notes, prescriptions or the patient record on any channel
- It will not quote a price for anything not in the treatments catalogue
- Once the 24-hour window closes there is no template escape on this channel
Everything else aesthetics clinics get
This page is one channel. The module underneath it is the diary, the records and the money.
How it behaves across the rest of the product.
- FeatureOmnichannel messagingFive channels, one conversation history
- Use caseThe enquiry that arrives at 11pmAnswered now, not at nine tomorrow
- Use caseThe customer who sends a photoIt looks, describes, and routes it to the right person
- Use caseQualifying before anyone picks upThe three questions you always ask, always asked
- Use caseForty messages, five that matterThe routine handled, the rest escalated with context
- Use caseThe deals nobody followed upFound every Monday, chased with your approval
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