# Using the unified inbox

> Reply to every channel from one screen.

_Source: https://hexafloww.com/docs/social-inbox/social-inbox-overview_

---

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.

> [!TIP]
> Connect at least one channel first — see [The Connect Accounts hub](https://hexafloww.com/docs/connect-accounts/connect-accounts-overview.md).

## 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.

![Social inbox with conversation list, thread, and context panel](https://hexafloww.com/docs/social-inbox/inbox.webp)

## 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:

1. **Keyword auto-replies** — a set reply for messages containing certain words. See [Keyword auto-replies](https://hexafloww.com/docs/social-inbox/keyword-auto-replies.md).
2. **AI auto-reply** — the AI first-responder, if enabled for that account. See [AI auto-reply](https://hexafloww.com/docs/social-inbox/ai-auto-reply.md).
3. **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](https://hexafloww.com/docs/social-inbox/social-leads.md).

> [!NOTE]
> 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.