Messages
Read and answer customer chats from one inbox.
Messages is one inbox for all your Instagram and Messenger conversations. The chatbot keeps answering customers on its own; the inbox lets you read every conversation and step in with a personal reply whenever you want — to answer a question the bot can’t, confirm a special request or follow up on an order.
The inbox
- Each conversation shows the customer’s name and picture, a small Instagram or Messenger badge, the last message and when it was sent. Your own replies start with “You:”.
- A number shows how many unread messages a conversation has.
- All shows every conversation; Unread only those with new messages.
- The search box finds a customer by name or phone number.
- While the page is open it refreshes by itself every 30 seconds.
The customer’s name is their Instagram or Facebook name. If they entered a different name when ordering, you’ll see both.
Replying
- Click a conversation. On a computer it opens next to the list; on a phone it opens full screen (use the back arrow to return).
- Messages are grouped by day — Today, Yesterday, then dates.
- Type in the box at the bottom. The smiley button adds emoji.
- Press Enter or Send. Use Shift + Enter for a new line.
Your reply is sent to the customer’s Instagram or Messenger, from your business account, and shows up in the conversation.
The 24-hour rule
Instagram and Messenger only let businesses reply within 24 hours of the customer’s last message. If you see “Saved (not delivered)”, your message was saved in the conversation but couldn’t be sent, because:
- the customer’s last message was more than 24 hours ago — wait for them to write again; or
- the channel isn’t connected or needs reconnecting — see Keeping connected.
Try to answer on the same day; customers who get a quick reply are much more likely to order.
Tips
- Check Unread a few times a day — there’s no notification for each chat message.
- Use the customer’s phone number from the order to call them if a message can’t be delivered.
- If customers keep asking the same thing, add it to your store’s About text or greeting so the bot shows it.