Inbox and takeover

The inbox is the single mailbox where the direct messages and comments from Instagram and Facebook handled by the agent come together. From here you follow the conversations and, whenever you want, answer instead of the agent.

The inbox view

Open “Inbox” from the left-hand menu. On the left there is the list of conversations with a bar to search them by name; in the centre the selected conversation with its full message history. Each conversation shows the platform (Instagram or Facebook) and whether it is currently handled by the AI or by a person.

Two channels: Messages and Comments

There are two tabs at the top of the list. “Messages” shows private conversations (DMs). “Comments” shows the comments under your posts: each entry carries the originating post, the author and an “Open post” link that takes you straight to the content on Instagram or Facebook. In the Comments tab the reply box writes a public comment, not a private message: the placeholder reminds you.

Filters and search

• Platform filter. The “All”, “Facebook” and “Instagram” pills narrow the list down to a single channel.
• Search by name. The search bar filters conversations by the person's name.
• Interaction counter. Next to the tabs there's the pill with the remaining interactions: this is where they get spent, so this is where you watch it change.

Taking over and handing back to the AI

• Write whenever you want. The reply box is always active: as soon as you send a message, automation pauses on that conversation. To stop the assistant without replying, use “Take over” from the “…” menu in the header.
• Write and send. Type in the reply field and press “Send”. The customer receives your message as if it came from the profile. Type “/” to insert a saved quick reply, or press “✦ Suggest” to have the assistant write a draft: nothing is sent until you send it. If a send fails, the message stays in the conversation with “Not sent · Retry”.
• Hand back to the assistant. When you're done, press “Hand back to the assistant”: the agent resumes replying automatically in that conversation.
• Who has waited longest. The list puts customers who have waited longest for a reply first, with the waiting time next to the name: the longer it is, the warmer the colour. A dot and bold text mark unread messages, and a dot in the side menu tells you someone is waiting.

Finishing or deleting a conversation

When you've sorted it out, press “Done”: the conversation moves to the bottom of the list as “Closed” and reopens by itself if the customer writes again; you can also reopen it with “Reopen”. To remove the thread from your inbox, use “Delete” in the “…” menu. Nothing is deleted on Facebook or Instagram: the conversation still exists there, and a new message from the same person recreates the thread from scratch.

The 24-hour window

Check that everything works (final test)

Before considering the agent “live”, run this full test using a second account (for example a colleague's or your own personal profile).

1. 1

   Send a test DM on Instagram

   From another account, send a message to your professional Instagram profile. The agent should reply within the delay you configured and the conversation should appear in the inbox.

2. 2

   Send a test DM on Facebook

   Repeat by messaging your Facebook Page from Messenger.

3. 3

   Try a comment

   Comment on one of your public posts with a question: the agent should reply publicly. If you try a rude comment, it should hide it (if you enabled moderation).

4. 4

   Try another language

   Send a message in English: the reply must come back in English.

5. 5

   Try taking over

   Open a conversation in the inbox, press “Take over”, send a manual reply and then “Hand back to AI”.

6. 6

   If something doesn't work

   Go to the “Troubleshooting” page: it covers the most frequent cases in order of likelihood.