Handle
Inbox
Search by name, handle or the words in a message — across every channel at once. A conversation that happened on one channel last month is one search away, whichever channel it was.
On this screen
In the order the tour shows them.
Find any conversation
Search by name, handle or the words in a message — across every channel at once. A conversation that happened on one channel last month is one search away, whichever channel it was.
Every channel, one list
Conversations from all your connected channels arrive here together. Filter by channel, by open or closed, by unread, or by the ones assigned to you — and everything you and your automations reply to lands in the same thread.
Save the lists you keep coming back to
A saved view is a filter with a name — unanswered on one channel, everything assigned to you, hot leads waiting. Save it once and it is one click every morning instead of four.
How fast you answer
Inbox analytics is the same list turned into numbers: first-response time, resolution time, who on the team handled what. It is where you see whether a busy day was actually a slow one.
When a conversation is open
Shown the first time this is on screen.
Who you are talking to
Their name, the channel, and the reply window — the label beside it says whether you can still reply freely, and it means something different on each channel. The ⓘ next to it explains which.
You and your automations share this
Type here and it goes out as you. Automated replies land in the same thread, so the conversation reads as one — and a reply from you pauses the automation on this thread until you hand it back.
Saved replies, attachments, send later
The tools beside the composer: saved replies for the answers you type more than twice, media and products to send, a scheduled send, and an AI draft when you want a starting point.
Everything about this person
Tags, notes with @mentions for a teammate, who the conversation is assigned to, their orders, and the same person's history on other channels. Tag as you go; broadcasts select by it later.
Ideas you'll meet
The same explanations the ⓘ marks give in the app.
- the 24-hour window
- Counts from the customer's last message to you — your own replies don't extend it. Outside it, only a template Meta has already approved will send. Read the guide →
- the 24-hour window
- You can reply freely for 24 hours after the person's last message. Your own messages don't extend it — the clock only restarts when they write again. Read the guide →
- the 24-hour window
- You can reply freely for 24 hours after the person's last message. Outside it, only a message tag Meta recognises will send, and tags have narrow permitted uses. Read the guide →
- the human agent tag
- Extends the window to seven days so a person can follow up on something that needs looking into. It is for a human's reply — using it for automated sending is what gets it revoked. Read the guide →
- who can be messaged
- Telegram has no 24-hour window, but the person has to have started the chat with your bot first. There is no way to message somebody who never pressed Start. Read the guide →
Guides
The longer reads behind this screen.
- WhatsApp's 24-hour window, explained properlyWhy your WhatsApp message won't send, what the 24-hour window actually measures, and the only three ways to reopen a conversation once it closes.3 min · platform rules checked 2026-08-27
- What Instagram DM automation is actually allowed to doThe Instagram rules that decide whether your automation works: professional accounts, what comment replies can do, and where the official API stops.2 min · platform rules checked 2026-08-27
Common questions
Does replying to a customer reset the 24-hour window?
No. The window is measured from the customer's last message to you. Your own replies do not extend it, which is why a conversation that feels active can still be closed.
What happens if I try to send a free-form message after 24 hours?
The WhatsApp Cloud API refuses it. Outside the window the only message type accepted is a template that Meta has already approved.
Can I pay to bypass the 24-hour window?
No. It is enforced by the API, not by policy, and there is no paid tier that removes it. Templates are the supported way to reach someone outside the window.
Does Telegram have a 24-hour window?
No. A Telegram bot can message anyone who has previously started it, at any time, with no window and no template approval.
Can I automate DMs on a personal Instagram account?
No. Instagram only exposes messaging to apps for Business and Creator accounts. Switching is free and takes about a minute in Settings.
Can I send Instagram DMs to my followers automatically?
No. There is no supported way to message people who have not interacted with you. Tools that offer it are automating the app rather than using the API, and the risk lands on your account.
Is Instagram DM automation against the rules?
Not when it runs on the official Meta Graph API and replies to people who contacted you. What breaks the rules is unsolicited outreach and tools that sign in as you.
Can an automation reply to comments and send a DM?
Yes. A comment can trigger a public reply, a DM, or both, because the person interacted with you first.