The inbox

Go to Sidebar ›, then Inbox . Every client's conversations are here together:

• Comments on posts: Facebook, Instagram, Threads, YouTube, Bluesky and Mastodon, including comments on Meta ads when that's on.
• Direct messages: Facebook and Instagram messages when an admin has turned them on, and WhatsApp messages to a client's WhatsApp Business number.
• Mentions of the client.
• Reviews on Google Business Profile.

New ones arrive within about 10 minutes (WhatsApp straight away), and the page refreshes itself. Check now looks right away.

Switch between Open and Done. Filter by client and by type, and tick Unread only or Assigned to me.

1. Tap a conversation to open it.
2. Type in the reply box. It says which account and network the reply goes out as.
3. Or choose Insert a saved reply… to drop in a ready answer.
4. Tap Send reply, or press Ctrl+Enter (Cmd+Enter on a Mac).
5. When it's handled, tap Mark done. The next conversation opens.

Use the assignee menu in a conversation to give it to a teammate. They get a phone notification for new messages in it. Unassigned conversations notify everyone on that client's team.

Mark unread keeps something on your list; Reopen brings back a done conversation.

Tap Saved replies and rules. Add a reply with a name, which client it's for (or all clients), and the text. Write {name} and it becomes the customer's first name.

Admins and managers can add rules that sort new messages automatically.

1. In Saved replies and rules, give the rule a name and pick the client.
2. Choose what to look at, and words to watch for, separated by commas, like price, cost, rate. Any one word is enough.
3. Choose what happens: Assign to a teammate or Mark done. Tap Add rule.

Rules only act on new messages. Pause a rule any time.

Once a client's WhatsApp Business number is connected on its Accounts page, every customer who messages it becomes a conversation, named after their WhatsApp name. Reply the same way as any other message, within 24 hours of their last message.