Using the unified inbox
Reply to every channel from one screen.
The Social Inbox (/admin/social) is one place to read and reply to conversations from Facebook Messenger, Instagram DMs, WhatsApp, and TikTok. New messages arrive in real time without refreshing.
Connect at least one channel first — see The Connect Accounts hub.
Layout
- Conversation list (left) — every thread, newest activity first, with a channel icon and unread badge.
- Message thread (middle) — the full history; type a reply at the bottom.
- Context panel (right) — the linked contact, and badges such as "Replying to: {campaign}" or an AI handoff note.
Replying
Type and send like any chat. Each channel has its own rules about when you can send freely — for WhatsApp, outside a 24-hour window from the customer's last message you can only send an approved template.
Composing a new message
Use the compose button to start a thread with a contact on a channel that allows it (for example a WhatsApp template to a customer you haven't heard from yet).
How replies are handled automatically
Every inbound message is checked in this order:
- Keyword auto-replies — a set reply for messages containing certain words. See Keyword auto-replies.
- AI auto-reply — the AI first-responder, if enabled for that account. See AI auto-reply.
- You — if neither handled it, it waits for a human.
Separately and in the background, AI scores every inbound message for buying intent — see Social leads.
When you reply manually to a conversation the AI was handling, the AI steps back for that thread so it doesn't talk over you.