The inbox collects DMs and comments from every account you connected: Facebook Pages, Instagram, and Threads. Automatic replies from your rules show up here too, so you can see what was sent and answer by hand whenever you want.
Finding things
- DMs and comments, including Threads replies, share one list, newest first, each marked DM or Comment.
- Filter by All, Unread, or Resolved, and narrow to one platform with the platform tabs.
- Search DMs and comments finds DMs by the person’s name, and comments by name or text.
- Under Show, pick Everyone’s, Handled by me, Nobody handling yet, My favourites, or one tag.
Answering a DM
Open the conversation, write your reply, and press Enter to send (Shift+Enter starts a new line). Click Mark resolved when it is done. Meta allows replies to a DM within 24 hours of the customer’s last message; after that, the reply is refused until they write again. See the 24-hour window explained.
Writing with AI
Click Write with AI to get a draft reply, written from the conversation. Read it, fill in anything in [brackets] that the AI did not know, and send it yourself; nothing goes out until you do. To change the draft, type what to change, such as “shorter” or “more formal”, and click Rewrite. Each draft uses one AI reply from the monthly quota, or your own AI key if you added one.
Answering a comment
- Reply posts a public reply under the comment.
- Reply by DM sends the person who commented one private DM instead. Meta allows one per comment, within 7 days of the comment. Not on Threads, which has no DMs, and on live video comments a DM is the only reply Meta allows.
- Resolve or Ignore clears a comment from the pending list without replying.
Working as a team
- Handled by shows who is taking care of a conversation. Pick a team member, or yourself.
- Tags label a conversation, for example
leadorwholesale. Rules can add tags too. - Team notes are for context such as “asked for the wholesale price, call back Monday”. Only your team sees them; the customer never does.
- Add to favourites stars an item for you alone. Your teammates do not see your favourites, and you find yours under Show, My favourites.
- Stage moves the person along on the Contacts page: New, Interested, Customer, or Not interested.
What the labels mean
- Sent by a rule and Written by AI mark replies that went out automatically.
- AI replied on a comment means a rule answered it with AI.
- Hidden means a rule hid the comment on the platform. People no longer see it there.
- A label such as Price, Wants to buy, Complaint, or Spam is what the AI understood the customer wanted, added when a rule answered with AI.
- Reminder with a time means a rule will send one more DM later if the customer does not write back first. Click Cancel to stop it.
If the workspace is read-only because a trial or plan ended, you can still read everything, but replies, tags, notes, and other changes are not saved. See the free trial and read-only mode.
To answer the repeat questions automatically, see how automation rules work.