The Messages inbox

Messages in the sidebar holds private conversations with your customers:

• Facebook Page messages (Messenger)
• Instagram DMs
• TikTok messages, once TikTok allows messages for the account
• WhatsApp, when you connect a WhatsApp number

To see them, connect the account on Accounts and allow messages when asked. For what TikTok allows, see TikTok messages.

Open and Done

Click the title at the top of the list to switch between Open and Done. Unread conversations show the person's name in bold with how many are new.

When you have finished with a conversation, click Mark done (the check at the top) or press E. It moves to Done, and comes back to Open by itself if they write again. Reopen brings it back by hand.

Reply

Open a conversation, write in the box at the bottom and press Send or Cmd Enter. The box also has Saved replies and emoji.

Messages you send show "Sending" until they arrive. If one fails, it says "Not sent" with the reason. Messages they unsent read "They unsent this message." Replies your team sends from Facebook or the Instagram app show here too.

Each platform only lets a business reply for a while after the person's last message. The box tells you when time is short, and when a reply has to wait. See The reply window on each platform.

Notes

Switch the box from Reply to Note to write something only your team sees. Type @ to mention a teammate. See Assign, notes and mentions.

Search and filter

Search (key /) looks through people and message text. Filter narrows by Platform, Accounts and Assigned to.

Keyboard

Get told about new messages

In Settings, Alerts, tick A new direct message arrived on a channel. You get at most one alert per conversation every 10 minutes. See Alerts.